Before you process a refund for a YouPay order, it's important to know how and who you are refunding.
YouPay utilises Shopify's Gift Card API functionality to create a Shopper and a Payer experience in all successful transactions. It's important to note that it's not possible to refund a Shopper as they have never provided any payments.
To clarify the difference between a Shopper and a Payer:
- Shoppers order or 'youpay_shopper' - this is the order for the Shopper who has had their cart paid for them
- Payers order or 'youpay_payer' - this is the order for the Payer who has provided payment on the Shoppers' cart
In the case that you need to process a refund to the payer, here's what you need to do:
- Login to your Shopify Orders Portal here and navigate to your 'Orders'
- Find and open the Payers' order tagged with 'youpay_payer' that has the same dollar value as the Shoppers' 'youpay_shopper' order by clicking the paper icon located on the left.
- Review the order and confirm that you're refunding the correct Payer/right order by checking there is:
- A tag of 'youpay_payer' in the Tags section of the order,
- Valid payment method associated to this Payers' order (which was used to place payment on the YouPay cart initially)
- A tag of 'youpay_payer' in the Tags section of the order,
- Click 'Refund' to process the refund for this Payers' order.
If a 'Refund' is processed on any Shopper ('youpay_shopper') orders, please note that this will NOT successfully refund any funds as you will find that there is no valid payment methods available to process a refund to.
Still unsure of how to process a refund? Contact our team at support@youpay.co for further support and guidance.