Understanding Discrepancies in Refund Amounts Between WeSupply and Shopify

At WeSupply, we understand that discrepancies between the refund amounts displayed in WeSupply and those shown in Shopify can be confusing, especially when chargebacks or other payment-related issues arise. If you've encountered a situation where the refund amount appears different, here's a detailed explanation of why this might happen and how the system processes these scenarios.

Why the Refund Amounts Differ Between WeSupply and Shopify

In cases where a return falls under specific return logic that includes a return fee, such as the “Return Fee (Leaf Blowers)” logic, the refund amount calculated in WeSupply will reflect the applied return cost. In this scenario, WeSupply correctly applied a $20 return fee, meaning the refund information sent to Shopify was for $192.49, after accounting for the fee.

However, if a chargeback is initiated through a platform like PayPal, it can cause complications in the refund process. When a chargeback occurs, Shopify may process the refund independently, updating the status to “refunded” in Shopify. As a result, WeSupply will also mark the return as refunded, but the amount shown in WeSupply will only reflect the return subtotal (i.e., the original item price minus any return fees), which does not include the costs or fees applied within WeSupply.

Why the Discrepancy Occurs

• Chargeback Processing: If a chargeback is raised, Shopify updates the order status to "refunded" based on that chargeback, even if the actual refund amount differs due to fees applied in WeSupply.
• Return Fee Logic: The return fee logic in WeSupply applies specific costs to certain returns (like a $20 fee for the return of leaf blowers). However, once Shopify marks the return as refunded based on the chargeback, WeSupply only displays the return subtotal without including these additional fees, leading to the discrepancy.
• Shopify and WeSupply Sync: Since Shopify processes the chargeback and adjusts the refund independently, WeSupply’s refund logic may not account for this update. As a result, the refund amounts in the two platforms will not match exactly.

Testing and Assurance

We have tested this scenario with costs applied, and we can confirm that the system is working as expected. In situations like this, where chargebacks or other issues occur, the return amount shown in Shopify will be the refunded amount minus any return fees that are applied in WeSupply, which explains the difference.

Next Steps

If you encounter discrepancies between the amounts displayed in Shopify and WeSupply, especially in chargeback situations, rest assured that this behavior is consistent with how the platforms handle refunds with additional return fees. If the chargeback has already been processed, there is no need to issue a separate refund unless further action is required.

If you have any further questions or need additional clarification, feel free to reach out to our support team. We're here to help ensure your return and refund processes run smoothly!