Hi @Robert48504
Thank you for sharing your feedback here in our Community Forums about the transaction fee you were charged for an order that was cancelled. I understand that you reached out to our live support for some clarification around this but it sounds like there was some confusion during the chat and that you may not have gotten a clear answer. If that is the case, I want to apologize for that. We strive to provide the best in customer care and service and if you feel that the support you received was not up to that standard, please reply back to the ticket email you should have received and let us know! Our conversations with our merchants are constantly reviewed for quality and feedback you provide is shared with the team involved.
In regard to the transaction fee you were charged for this order, Shopify does not refund transaction fees processed through Shopify Payments when an order is cancelled or returned to the customer. I understand you may have some concerns around that and I am happy to share some additional clarification on this process for both yourself and @Julie_Sheldrick .
Our policy and stance on this process is available in our Shopify Payments Terms of Service agreement, which can be reviewed here: Shopify Payments Terms of Service USA, specifically section D5. I’ll provide a quote of the section here for easier review:
We will have the final decision-making authority with respect to Claims, including, without limitation, claims for refunds for purchased items that are filed with us by you or your customers. You will be required to reimburse us for your liability. Your liability will include the full purchase price of the item plus the original shipping cost (and in some cases you may not receive the item back). You will not receive a refund of any Fees paid to us.
This change to the way payments and refunds are processed has become an industry standard over the past 2 years or so and many payment gateways apply this rule to their refund policies. This decision is made in alignment with the banking institutes that power Shopify Payments. If you have additional questions about this process, please let me know.
-Shay