Problem: The NetSuite Cancellation to Shopify process does not issue a refund back to customer in Shopify.
This can be accomplished by making configuration changes to the OOTB "Refund Export" saved search. Note that we are not making any changes to cancellation flow but instead the refund flow.
The workflow would be similar to this:
• CSRs cancel the order in NetSuite.
• The cancellation flow would first cancel the order in Shopify.
• Then the refund flow would refund the same order in Shopify.
One assumption here is that Sales orders must be fully canceled in NetSuite. Partial cancellations are not supported within Shopify.
The Refund Export saved search would look like this (notice the red arrows where changes were made).
I currently have this setting in place and when I do a full refund to the customer from a Sales Order, I receive the following error:
Unable to export refund order id# 28204640 due to the invalid item selection. Choose a valid item from the NetSuite item to track custom refund adjustments setting, to refund any extra adjustments.
I got on a call with 2 Celigo Reps, and they advised me that it is not possible to give a customer a refund from the sales order that has not been billed. However, I took a snippet of an article, and it says that I can. in addition, in the past I have done this. Please see attached.
Sue Genoa If you are using the “NetSuite item to track custom refund adjustments” setting then customer refunds created against the open customer deposit don’t get synced to Shopify (while trying to do a customer refund i.e. without any credit memo or cash refund).To process the refund, you can remove the setting, save, and re-run the flow.
We are in the process of updating the doc. Let us know if you need any further assistance.
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