1. YouPay Support Center
  2. YouPay for Shopify
  3. 6. Account Management & Technical Support

6.9. How do I refund through YouPay? 🤝

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:

  1. Login to your Shopify Orders Portal here and navigate to your 'Orders'

    Screen Shot 2022-12-01 at 3.20.57 pm
  2. 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.

    Screen Shot 2022-12-01 at 3.24.38 pm

  3. Review the order and confirm that you're refunding the correct Payer/right order by checking there is:
    1. A tag of 'youpay_payer' in the Tags section of the order,
           Screen Shot 2022-12-01 at 2.52.33 pm
    2. Valid payment method associated to this Payers' order (which was used to place payment on the YouPay cart initially)

      Screen Shot 2022-12-01 at 2.53.04 pm
  4. Click 'Refund' to process the refund for this Payers' order.

Screen Shot 2022-12-01 at 2.27.06 pm-1

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.