Shopify Refund - Understanding Shopify Billing Cycles

Please be noted that Shopify platform has own billing cycle and user could be charged later than it shown in TSH. You would need to keep that in mind when a Shopify User with a yearly/biennial subscription is asking for a refund.

You should always ask user for a Shopify invoice before deny a refund.

Here is the example:

In TSH we would be able to see that user with ID 1090315 was charged through Shopify on Nov 28 2019.

User asked for a refund on December 27, 2019

FIX: BROKEN_ATTACHMENT (original: https://help.powr.io/hc/article_attachments/360055538694/mceclip2.png) However, users actual charging date by Shopify billing cycle is December 26, 2019 FIX: BROKEN_ATTACHMENT (original: https://screenshot.click/19-12-R-38696.jpg)

In that case we should refund User since he is within refund policy. Starting from March 2021 we implemented more soft refund policy for Shopify users. Please check these rules here: https://powr-support.zendesk.com/knowledge/articles/1500005159062/en-us?brand_id=3834367