Troubleshooting Refunds
Work through these in order.
Refund raised in the last 24 hours, nothing in Acumatica yet
Section titled “Refund raised in the last 24 hours, nothing in Acumatica yet”Most likely still pending at the payment gateway. Check the Shopify order timeline for the refund completing — InSyncer will not create the Acumatica document until it does. See How Refunds Sync for why.
Nothing appearing at all
Section titled “Nothing appearing at all”Check the Shopify order’s tags for AcumaticaRefundOrderNbr. No tag means the document was never created.
Document created, but no credit
Section titled “Document created, but no credit”Check the order’s status in Acumatica. Open means the order type’s Default Operation is not set to Receipt — see Acumatica Setup.
Refund with no line items is failing
Section titled “Refund with no line items is failing”Check that the configured non-stock refund item exists in Acumatica with the exact ID configured in InSyncer, and that Require Receipt and Require Shipment are both cleared on it. If you have set a separate shipping refund item, check that one the same way — a refund carrying shipping will fail on it even when the unallocated item is correct.
Items came back into stock that should not have
Section titled “Items came back into stock that should not have”Check the Shopify refund: an item is only kept off the stock lines if Restock was unticked against it when the refund was raised. Ticked items are received back into inventory as normal. The restock option is read at the time the refund is created, so changing it afterwards does not alter a return order that already exists — correct that one in Acumatica.
Refunded shipping is on the wrong line
Section titled “Refunded shipping is on the wrong line”Refunded shipping goes to the unallocated refund item unless Non-Stock Item SKU for Refunded Shipping is set. See Acumatica Setup.