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How to Troubleshoot Incorrect Order Totals and Refunds from Shopify in Webgility Desktop

This article helps Webgility Desktop users in addressing the issue where refunds processed in Shopify do not update the corresponding order total in Webgility Desktop. It explains the underlying reasons for this behavior and outlines the correct procedures for identifying, clarifying, and resolving refund-related discrepancies.

 

Overview

You may encounter the issue that refunds in Shopify do not update the order total as viewed in Webgility Desktop. This article explains why this occurs and documents correct procedures for clarifying and troubleshooting refund total discrepancies.

Understanding Shopify Refund and Order Total Handling

  • Order Total: The value shown as the 'order total' in Shopify reflects the original purchase amount, not the current balance or updated total after a refund.
  • Refunds Handling: When a refund is issued in Shopify, the Webgility Desktop records the refund as a separate transaction/record. The original order total remains unchanged for accounting and consistency purposes.

Common Concern

  • You sometimes expect the order total to reflect the reduced amount after refunds are processed.
  • Misinterpretation can occur if you do not realize refunds are logged separately.

Troubleshooting Steps

  1. Verify Order Data:
    • Access the order in Shopify.
    • Check that the refund record exists and is correctly linked to the order.
  2. Review Documentation: