To reduce platform-hopping, you can trigger Shopify refunds directly from the Hive App. You can do this from the returns index and the returns details page.
How can I trigger a refund?
If you use our Customer Portal and set up your Returns Policy, your customers will be able to select one of three settlement method(s):
- Refund to original payment method
- Refund to store credit (issue a gift card)
- Exchange
You can find this information in the returns page along with one of three statuses:
- Open
- Completed
- Unprocessable via Hive App
Exchanges are not (yet) possible. However, you can duplicate the order. This will open the order creation form, where you can edit the order and create a new one.
For every method and status combination, you can take the following actions:
| Actions | Refund to original payment method | Refund to store credit | Exchange |
|---|---|---|---|
| Open | Start refund | ||
| Mark as refunded | Start refund | ||
| Mark as refunded | Duplicate order | ||
| Mark as refunded | |||
| Completed | Mark as not refunded | Mark as not refunded | Duplicate order |
| Mark as not refunded | |||
| Unprocessable via Hive App | Start refund on shop | ||
| Mark as refunded | Start refund on shop | ||
| Mark as refunded | Duplicate order | ||
| Mark as refunded |
When can I trigger a refund?
You can trigger a refund (to the original payment method or via a gift card) if:
- Your return has not been manually marked as refunded, you have not been refunded via Shopify, and you are still within the time limit to refund an order. The return status is open, and you can issue a refund.
When can I not trigger a refund?
You can not trigger a refund (to the original payment method or via a gift card) if:
- For any non-Shopify orders
- If a refund has already been triggered on your Shopify shop (please trigger all future refunds for the same order on your Shopify platform as well)
- If the time to issue a refund has expired (this information we get from Shopify, e.g., 120 days since the order payment was processed)
- For store credit, you can not trigger a refund if you do not have Shopify plus
- For store credit, you can not trigger a refund if you do not have gift cards enabled and set up in your shop
Things to keep in mind
- One return can have one refund, but one order can have multiple returns and, therefore, multiple refunds.
- You can’t refund more than the maximum refundable amount (your total order amount)
- For refunds to the original payment method, the refund will be done in the same currency in which it was paid by your customer
- You will only be able to do this for orders created or imported in and after October 2023