Why was I charged a fee for a canceled order I didn't accept?

Shopify Discussion
1

I had an order that I canceled and it refunded the person there money and I got charged with a fee why? I didn’t even accept the order ?

2

Hi, @Newbie9 . For the most accurate help with this it’s best to speak with our live support team here. We aren’t able to see your account information over the Shopify Community so we wouldn’t be able to look into the fee you were charged here, but if you reach out to us through that page we can review this with you in more detail. You can follow these steps to request support:

  1. Start on this page.
  2. Log in to your account.
  3. Select the topic most related to your question or problem.
  4. Continue to the support options listed under the suggested articles and guides.

That being said, I’d be happy to share some information to help here as well. Can you tell me more about the fee you were charged? Also, was this payment captured through Shopify Payments or are you using a different payment provider?

Depending on the state of the order when you cancelled it, the available follow up actions would have differed. For example, if you cancelled an order that is paid for, but unfulfilled, you should have had the option to either issue a refund immediately, or at a later time. You can read more about cancelling orders here. This guide on refunding orders can help as well.

No additional fees should be charged by Shopify when you cancel and refund an order. However, it sounds like you may be referring to credit card fees or transaction fees, which are not returned when refunds are issued for orders. If the order was processed through Shopify Payments you would have been charged a credit card processing fee by Shopify at the time the payment was captured. You can read more about Shopify Payments here. If you’re using a third party gateway to capture payments, transaction fees would be calculated for a 30 day period according to the formula explained in this guide on third party transaction fees.

Since you mentioned that you didn’t approve the order, I also wanted to recommend turning on manual payment capture. This is an available setting if you’re using Shopify Payments and it would authorize your customer’s payment at the time of the order, but not capture it. You would still be able to manually capture the payment within the authorization period when you’re ready. This adds more work for you, but if you’re concerned about approving orders this is a good option. You can find more information on payment capture here.

Please let me know if you have any questions!