These are the most common questions regarding refunds. Select the question to view the answer.
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with Shopify for one-time payments and Stripe with Recurring Orders; there is a chance that money may have already been withdrawn and refunded to the customer. This issue is rare and hasn't been reported recently.
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different payment gateway with Shopify than you do with Recurring Orders, the money most likely would not have been withdrawn, though the refund may display as being refunded.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.
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 solution is a temporary fix for 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.
- 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.