Confirming or rejecting an unconfirmed refund
What an Unconfirmed Refund Is
When you refund an order, Cartly asks the payment provider to return the money. Sometimes the provider does not answer in time, and Cartly cannot tell whether the refund went through. The order then counts the amount as refunded and shows a warning: A refund was not confirmed by the payment provider.
Until you decide, the follow-ups of the refund wait: the email to the customer, releasing stock, taking back loyalty points, returning gift card or store credit on a full refund, and the refund events sent to webhooks.
What to Do
- Open the transaction in your payment provider's dashboard and look for the refund.
- If the refund is there, click Confirm refund. You can paste the refund ID from the provider's dashboard, which is optional. Cartly then sends the customer email and runs the other follow-ups once.
- If the provider shows no refund at all, click Reject, add a note if you like, and confirm. The amount is given back, so you can refund it again.
Do not refund the order by hand while the provider shows the refund as pending or held for review. Wait until the provider settles it, then confirm or reject.
Who Can Do This
Only the store owner or an admin can confirm or reject a refund. If two-step verification is turned on for your account, Cartly asks for a current code before it goes through.