Refund not received by customer even after 10 days when refunds are made using API

Shopify Apps
1

I made a refund for Shopify order using Refund API.

Steps I performed are as follows:

  • I used calculate refund API and passed line items

  • With the response, I set the kind in transaction to “refund” and source to “external”

  • Processed the refund using this information

The refund was registered successfully and everything seems to be correct but the customer has not received the payment back. Also, there is no information that the money was refunded back to the customer when I check the refund object. Attached screenshot.

Transaction JSON:

“transactions”: [
{
“amount”: 849.00,
“authorization”: null,
“created_at”: “2022-03-30T10:14:27+02:00”,
“device_id”: null,
“gateway”: “shopify_payments”,
“source_name”: “1829963”,
“source”: null,
“payment_details”: null,
“kind”: “refund”,
“order_id”: 4448380387522,
“receipt”: {},
“error_code”: null,
“status”: “success”,
“test”: false,
“user_id”: null,
“currency”: “SEK”,
“message”: null,
“location_id”: null,
“parent_id”: 5352173437122,
“maximum_refundable”: null,
“currency_exchange_adjustment”: null,
“id”: 5382936690882,
}
]

2

Thank you for that information @Prime_Penguin and I can definitely understand the urgency in having this refund traced and returned to the customer properly.

In this situation I would recommend reaching out to our live support so that our financial support team can review the refund and provide a trace number for funds. If we are able to see a successful refund for this order in the backend system, we can provide a trace number. This trace number can then be provided to the customer and their bank for the bank to trace it.

When reaching out please ensure to include:

A direct link to the order from within your admin.

The information you shared here in your post as well as any relevant screenshots you feel are needed.

A link to this community forum thread so that your live agent knows the best next steps in this situation.

Please note that the API portion of this issue won’t be able to be directly understood by our standard support team, we are not trained in API development. But the information will be good for our financial team to see.

To contact our live support please follow this link: Shopify Help Center - Contact Support, sign into your store account, search for your issue and use the contact support button at the bottom of the search results to see all our live support options.

3

Hi Shay,

Thanks for your response. The issue is that, there is no tracking number or ASN in the transaction when I check the shopify order.
I also attached the screenshot of how it looks like.

I’m consulting with Shopify chat since past 5 days and now they referred me to Shopify community for support :disappointed_face:

4

Thanks for that information! While I am not able to review open tickets myself I would like to make sure that this ticket was escalated and reviewed by the appropriate teams.

To confirm, this order payment was processed through Shopify Payments, correct?

Please share your most recent ticket number for me here and I will flag it with my support team for a review and to see if there is anything else we can do in this situation.

5

Hi Shay,

Yes, I believe so. It also says shopify_payments under source. The ticket number is 29951870.

1 Like
6

Thank you! I have escalated this issue to an Operations Lead to review and follow up. They will do some investigating and reach out to some of our various support teams for assistance. You should see an email from them soon with their findings and best next steps.

If you want to reach out to our live support for an update at any time, just share the same ticket number with them and they will be able to confirm the status of the ticket.

7

Thanks Shay :slightly_smiling_face: