Refunds & Cancellations

overview this document explains how refunds and cancellations should be handled for standard exchange orders once an exchange order has been created in shopify similar to returns on standard exchanges, it’s important to understand that refundid is not automatically aware of actions taken directly in shopify if an exchange order is cancelled or refunded in shopify without the correct steps being followed, the customer may not receive their funds or a replacement resolution please note this guide is intended to walk through the scenario where an exchange order is cancelled or declined, not in relation to a return if you'd like to learn about how returns against exchange orders are handled, check out the returns on exchanges docid\ ugmvbw6uqo9clejzlekas documentation why refunds and cancellations are different for exchange orders standard exchange orders have a value do not have a payment method attached do not hold customer funds this means that refunding an exchange order in shopify will not return money to the customer, as no funds exist on that order the original funds still live on the original order because of this, refunds and cancellations must be handled carefully and in the correct sequence cancelling an exchange and refunding the customer if the retailer wants to cancel an exchange order and refund the customer instead (for example, due to overselling, fulfilment issues, or a customer change of mind), the recommended process is cancel the return request in the refundid portal if the return is still open cancelling the return will automatically cancel the associated exchange draft order if it has not yet been completed if the exchange order has already been completed and dispatched (due to the return being approved), manually cancel or refund the exchange order in shopify manually issue the correct resolution to the customer refund store credit / gift card new replacement order (if applicable) refundid will not automatically reissue a resolution in this scenario exchange order already approved or dispatched if the exchange has already been approved and the exchange order has been created cancelling or refunding the exchange order in shopify will not return funds to the customer the retailer must manually issue the correct resolution to the customer this may include issuing a manual refund against the original order, manually creating a gift card, or manually creating a new exchange order allowing the customer to re lodge the exchange if the retailer wants the customer to go through the exchange process again the return must be reopened in refundid this requires reaching out to refundid merchant support once reopened, the customer can re lodge their return, and the retailer can approve it again