Hi everyone,
I need some advice regarding chargebacks and refunds in Shopify.
A customer disputed a transaction with their bank, and my payment processor (Stripe) has already refunded the full amount including shipping. However, in Shopify the order still shows as paid.
I would like Shopify to also reflect the refund for record-keeping, but I don’t want to accidentally issue a second refund since the money has already been returned through the payment processor.
I reached out to Shopify support and the reply (which seemed AI-generated) said there’s no way to mark an order as refunded without actually processing a refund. I also tried canceling the order, but that didn’t work either.
Has anyone faced this situation before? How do you make Shopify reflect the refund correctly without triggering another actual refund?
Thanks in advance!