Hi, I received an order and seven minutes later it was refunded. I reached out to the customer to see if maybe they cancelled it quickly, but they did not. However, it is showing that it was refunded to their credit card almost immediately after they purchased. I did not refund it or authorize a refund. Can someone please help me with this problem?
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Hi, @Modernfunction .
Thanks for reaching out about this, are you still seeing that orders are being automatically refunded today?
There was an issue yesterday where some merchants encountered automatic payment refunds for orders that came in before April 11, 18:49 EST (22:49 UTC). Our developers have since pushed a fix however, so this issue should no longer occur. In saying this, our internal technical teams can still be contacted to investigate these refunded orders in more detail — so if you’re seeing that the refunded order on your store has a timestamp prior to the one I mentioned above, please contact our support team so that we can guide you with your next steps.
To get in touch with our team, you’ll need to login to your store via our Help Center here. Once logged in, select a topic that best fits your query or situation. From there, you’ll be taken to a page with a list of relevant support articles, and you can scroll to the bottom of that page to select your preferred contact method with our team.
When the issue was ongoing, our developers also updated the Shopify Status page to reflect this downtime that our merchants were experiencing. Feel free to bookmark that page, so that if you happen to run into any issues in the future, you can double check our status page to see if it was a Shopify-wide issue rather than an account specific one.
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It was before that time yesterday. So that’s likely what it was. I haven’t had an order since so I’m not sure if it’s fixed but I will let you know.