Why isn't the TrustDecision Fraud Prevention app refunding orders?

Payments + Shipping & Fulfilment
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Topic summary

A merchant reports an issue with the TrustDecision Fraud Prevention app’s refund functionality.

The Problem:

  • The app successfully cancels high-risk orders and shows refunds as completed in the merchant’s backend
  • However, when merchants check their payment channel (Worldpay), the actual order has not been refunded—only the receipt record exists

Technical Context:

  • The app uses Shopify’s REST API to handle order cancellations, refunds, and restocking
  • Current service version runs on Shopify REST API version 2021-01
  • The app calls the “Cancel an order” API with payment authorization code

Status: The issue remains unresolved, with a discrepancy between what the app reports and actual payment gateway records.

Summarized with AI on November 21. AI used: claude-sonnet-4-5-20250929.
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We are the developer of the TrustDecision Fraud Prevention application, providing services related to order risk control (https://apps.shopify.com/trustdecisionfraudprevention?locale=zh-CN&search_id=fd3831c7-98e6-4321-83e2-bd7ea473601c&surface_detail=TrustDecision+Fraud&surface_inter_position=1&surface_position=intraface 1&surface_type=search).

High-risk handling method: Our application service will call the “Cancel an order” rest api of the shopify platform to complete the operations of order cancel, order refund, and restock. The shopify rest api version of the service running version is 2021-01.

Current problems: Feedback from a store (https://xxxxx.myshopify.com) where the app is currently installed: The merchant management background shows that the worldpay refund is successful. However, the merchant logs into the payment channel worldpay and finds that the actual order has not been refunded, and only the receipt record exists.

Order name: xxxxx
Authorization code of payment channel receipt:xxxxxx