Refunding customers is performed in Shopify store admin in the same way as managing orders completed via the default checkout.
1. Open your Shopify store admin and go to Orders section. You will see the table with All orders. Select the one that you want to refund.
2. Open the order that has to be refunded, and then click on the appropriate Refund button.
3. You will be taken to a new (separate) page. Here you may choose the quantity of the items that you want to refund, correct the sum or enter a custom value. You may also add a reason for the refund in the field below. At the end, just click on the Refund [value_in_currency] button.
ATTENTION: If you still experience problems with refunds to your customers and the steps above do not really work for you, please reconnect the store. To do that, please visit admin > Settings (section) > Store (tab). Paste the three generated keys from your Shopify store admin to the three appropriate fields. Press "Reconnect store" button.
This operation will trigger reset of the problematic webhooks and, as the result, the problem would be resolved.
Learn how to deal with failing webhooks messages (notifications) from this article.
❓ FAQ ❓
🙋 I have a customer who tells me that he payed for an order, but I received neither the order on Shopify nor the payment on my payment method connected to Checkify. What is wrong?
We do not think there was a successful payment by their side in such a case. Please do your best to communicate with the customer and get more evidence from them.
🙋 There is an order on Shopify. I don't think it is on my payment gateway and is paid.
A Shopify order cannot be possibly formed and created without payment data. Therefore, you can always locate it. The fastest way is to check the Orders section in the admin. Alternatively, you may do the following.
Open the order, scroll down the page to Timeline and click on the payment info:
Pay attention to the Authorization key you will see. The same value is on your payment gateway (processor) connected to our platform.
Here, we give the examples on how to link the order with the payment using the meta data provided for Stripe and for PayPal.
🙋 There is no order on Shopify, but I got a payment
You may start with visiting the Orders section in the admin. It contains all the relevant statuses, provides retry option, if technically possible.
In the unlikely event the order is not imported, it can either be entered manually and fulfilled as normal or refunded via the payment processor (gateway) connected and used.
The customer (contact) information should be there and available to you, so you may agree with them on the best way out for both sides.
It is possible to get relevant order data, including product details and quantity, by visiting and reviewing the checkout page completed by this customer.
In meta data of the successful transaction (for example, on Stripe), find the parameter called "checkify_checkout uuid". It is a unique ID of the checkout page that was completed resulted in the payment.
Metadata for the specific transaction as seen in Stripe's mobile app
The format is like this "324e23fb-5f0f-46b5-bf18-0b52f4d9ee99".
Now, visit the checkout page of your store. Pay attention to the unique identifier in the link (URL), after "?id=".
Replace it with the one you have in the paid order to get the link and visit the checkout page as last seen by your customer.
Example: A random checkout was generated. The ID in the URL was replaced. It is now possible to understand the product purchased by the buyer
ATTENTION: You must contact the customer, explain the situation and arrange an order confirmation email for them manually, in case you are not going to refund the payment and are going to fulfill the order manually. Otherwise, they may start contacting the payment processor and the block (for example by Stripe) is highly possible.
Also note that if the same Stripe is used somewhere else, e.g. by different businesses (stores) or applications, a successful payment may simply originate from other source (store). It also can be completely unrelated to Checkify's operation.