What should you do if you have already refunded a recurring order incorrectly?
If you have incorrectly refunded a recurring order, you should contact Shopify support prior to attempting the refund again correctly through Recurring Orders.
If you're using Shopify Payments or Stripe with Shopify for one-time payments and Stripe with Recurring Orders; there is a chance that money may have already been withdrawn and refunded to the customer.
If you use an entirely different payment gateway with Shopify than you do with Recurring Orders, the money most likely would not have been withdrawn, though the refund may display as being refunded. As Shopify's internal processes can change at any time we suggest contacting Shopify support about any refund you think was refunded incorrectly through Shopify.
Once you've received word from Shopify you can choose to refund the order properly through our Recurring Orders app or refund it manually from your payment gateway dashboard.
There is a chance the order may display as being refunded twice if you attempt to process the refund a second time through our app. We may recommend doing these refunds manually from inside your payment gateway dashboard for reporting accuracy. This would be a temporary solution to fix any refunds processed incorrectly, and would not be a long-term process to continue.
Moving forward all refunds for imported recurring orders should be processed through our application, and no Shopify refund processes should be initiated.
Should I cancel or refund the order first?
You should refund the order through Recurring Orders first, and then cancel the order in Shopify. If you cancel the order through Shopify first, it will attempt to refund the order through Shopify's connected payment gateway.
How does refunding a recurring order effect inventory?
Refunding the order through Recurring Orders will not return the item to your inventory. If you would like to return the item to your inventory, process the refund through Recurring Orders first and then manually add it back into your inventory count in Shopify.
Will the customer be notified of the refund?
Recurring Orders has an email template that can be triggered when you process a refund to a subscription order through the app. Visit: Email Settings and Notifications Set Up to view, edit, enable and disable this email.
Will I be refunded the transaction fees from my payment gateway after processing a refund?
- Stripe Refunds - You will receive all fees back, our 1% and Stripe’s fees as well.
- Braintree - You will get your 1% transaction fees back from Braintree. We will deduct the 1% fee from your commission owed when charging your credit card attached to Recurring Orders.
- All other payment gateways - We will deduct the 1% fee from your commission owed when charging your credit card attached to Recurring Orders. You will need to contact your selected payment gateway to find out what their policy is for refunding transaction fees.