> ## Documentation Index
> Fetch the complete documentation index at: https://docs.quidkey.com/llms.txt
> Use this file to discover all available pages before exploring further.

# Shopify refunds

> How a Pay by Bank refund you issue in Shopify reaches your customer, and what to do when it waits

You refund a Pay by Bank order in Shopify as you would any other order. Quidkey sends the money back to your customer's bank account and tells Shopify when it's done.

## How a refund completes

When you issue the refund in Shopify, Shopify shows it as pending while Quidkey pays your customer. Once the money has gone out, Shopify marks the refund as successful. Most refunds complete without you doing anything else.

## When a refund waits

Sometimes a refund can't go out straight away. For example:

* we need your customer's bank details, billing address, name or email;
* the original payment hasn't finished settling;
* your refund account doesn't have enough funds yet.

The refund then waits, and stays pending in Shopify. In your Quidkey Dashboard, the refund on the order's transaction says what it's waiting for. If it's waiting on missing details or funds, fix it there: add the details yourself, send your customer a link to add them, or top up your refund account. The refund then completes by itself, and Shopify is updated. A refund waiting for the payment to settle, or on a temporary problem at our payment provider, needs nothing from you and completes by itself.

## Don't refund again in Shopify

While a refund is waiting, don't refund the same order again in Shopify. The waiting refund will still complete once it's fixed, so a second refund isn't needed, and Shopify will show it as rejected.

## Refunds cancelled after 14 days

If a waiting refund still can't be completed after 14 days, it's cancelled and your customer isn't paid. Shopify shows the refund as rejected, with the reason. You can then refund the order again in Shopify.

If the refund has already started paying out, we don't cancel it: our team finishes it.

<Note>
  Some refunds can't be paid at all, for example when the customer's bank refuses the payment. Shopify shows these as rejected straight away, with the reason. Open the transaction in your Quidkey Dashboard for details.
</Note>


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