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:

The new refund process

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 request

To approve a merchant's refund request, send the following information to

  • 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 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 questions about using the ApplicationCredit resource, then you can visit the Shopify Community forum.

If you have any questions about this process, then you can contact us here.