Handling refunds in Shopify

Please note that these instructios concern old Paytrail.

Previously, it was not possible to create refunds to Paytrail’s payment service from Shopify’s dashboard. This caused Shopify’s accounting reports to not be up to date because refunds were not being logged.

With the new Paytrail and Shopify interface, refunds can be created from Shopify's dashboard, and it's no longer necessary to make refunds the Paytrail merchant panel.


Here's how to create refunds in Shopify:

  1. Find the order (use the search box at the top) you want to make a refund to
  2. Click the “refund amount” button in the order information
  3. Enter the desired refund amount in the “refund amount” field
  4. If you wish, you can add a reason for the refund in the “reason for refund” field
  5. When done, press the “Refund” button

Now the refund is logged in Shopify's reports and can be used as accounting material.


Most asked questions about Shopify's refunds:

Can I accidentally make a double refund by creating it first in Shopify and then again in the Merchant Panel?

No worries. When you initiate a refund in Shopify, it will automatically appear for that order in the Merchant Panel as well. If in doubt, you can always check the refund history from the Merchant Panel before initiating a refund: select the order and click the Browse refunds button to see what refunds have been created and what their current status is.

Does the refund request remain pending until sufficient accrues to my settlement, or should there already be sufficient money in the settlement at the time the redund is made? 

For Bank and Collector payments, the refund will always be deducted from the merchant's settlement. A refund can be created at any time, but it cannot be completed until the merchant has at least the amount of the refund in the upcoming settlement. The refund will always be deducted from the first possible settlement.

The refund amount in Shopify sometimes takes several days to update to the actual refund amount. Is this normal?

It's normal. Refunds are always in Pending mode at Shopify's end and are updated to successful once the refund has been deducted from the merchant's settlement at Paytrail. Refunds for bank and Collector payments may appear in Pending mode for up to a few days. For card refunds, a successful refund will normally appear almost immediately to Success mode.

What different modes can a refund be in Shopify?

The following refund statuses are displayed in the Shopify order timeline:

  • Pending - refund has been successfully created and is still in progress for the consumer
  • Success - the refund has been processed and made to the consumer
  • Failure - canceled or failed, e.g. canceled from the Merchant Panel or canceled due to timeout or failed card refund
  • Error - refund could not be created, as the refund has already been made e.g. in the Merchant Panel

Can multiple partial refunds be made for an order?

Only one refund per order can be initiated in Shopify. After that, refunds for that order must be made from the Merchant Panel.

Does the refund information still appear the same in the Merchant Panel if it has been initiated in Shopify?

The Merchant panel only shows the amount of the refund. Product information related to the refund will not be transferred to the Merchant Panel.

Is the refund fee the same even if the refund is made in Shopify?

Paytrail will always charge a refund fee according to the normal price list. That is, the refund fee to the merchant is the same regardless of whether the refund is initiated in Shopify or the Merchant Panel.

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