Quick diagnostics
- Find the cancelled or edited order in Shopify admin
- Open the Refunds section of the order timeline
- Check the refund status
- Continue below based on what you see
1. Refund is still processing
Refunds to original payment methods can take a few days to appear on the customer’s statement, depending on their bank or card provider. Check: In the order timeline, look for a refund entry. If it shows “Refunded” on Shopify’s side, the delay is at the customer’s payment provider. Fix: Ask the customer to wait 5-10 business days before raising it with their bank.2. Refund method is set to store credit
If your refund option is set to store credit, no money is returned to the original payment method. Check: In Editr → Settings → Refund options, see which method is selected. Fix: If the customer expected a cash refund, either change your setting to Original payment method and manually process the refund in Shopify, or clarify with the customer that their refund is available as store credit.3. Order had no payment to refund
If the order value after edits is the same as or higher than the original, there’s nothing to refund. If the order was free (100% discount), there’s also nothing to refund. Check: Compare the original order total to the current total. Fix: No action needed. This is expected behavior.Still not working?
Contact support with:- Your myshopify.com URL
- The order number
- The expected refund amount