I have an order, I carry it out. Then I wanted to cancel that order so I canceled the order. Shopify canceled the order. While a refund is pending, the customer submits a chargeback request, the refund function cannot be performed. The customer still opens the charge again. How should I handle it?
Topic summary
Main issue: Managing a chargeback (bank-initiated payment dispute) when a Shopify refund is still pending.
Sequence:
- Order was fulfilled, then the merchant canceled it in Shopify.
- Shopify shows the order as canceled with a refund pending.
- While the refund is pending, the customer initiated a chargeback with their bank.
- Because of the chargeback, the refund action in Shopify cannot be completed.
- The customer’s dispute proceeds despite the pending refund.
Impact:
- Merchant is blocked from issuing the refund through Shopify due to the active chargeback.
- Uncertainty about the proper next steps to resolve the payment and dispute.
Clarification:
- Chargeback = the cardholder asks their bank to reverse a charge; this typically locks the transaction while the dispute is reviewed.
Status:
- No resolution or guidance provided yet; the author is requesting advice on how to handle the situation.