Docs/Refunds & Returns
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.