Refund an app payment
Shopify has made some changes to how the billing system processes refunds. To prevent unauthorized refunds from affecting your payouts, you will receive merchant refund requests for approval before any refunds are issued:
How it worksAnchor link to section titled "How it works"
When you receive a merchant refund request, you can discuss it with the merchant. If you both decide that the merchant should get a refund, then you can approve the request by emailing Shopify's billing support. If you both decide that there should be no refund, then you don't need to take any action.
Approving a merchant's refund requestAnchor link to section titled "Approving a merchant's refund request"
To approve a merchant's refund request, send the following information to firstname.lastname@example.org:
- Refund amount
- Shop URL
- App Name
Make sure to use the email above instead of the regular support channels. If you receive a large quantity of refund requests, then you can email Shopify's billing team with all the refund requests in one email every other day to save time.
Providing a merchant with an application creditAnchor link to section titled "Providing a merchant with an application credit"
You can provide merchants with an application credit using the ApplicationCredit resource.
To grant credit to a merchant, their store needs to have your app installed. You can only issue app credits for charges that happened in the past 30 days, and you can't create more credits than you have in receivables.
If you have any questions about this process, then you can contact us here.