Automatically processing refunds after order edits in Customer Portal
Updated 2 months ago
When customers edit their orders in Customer Portal, for example, by removing items, changing variants, or decreasing quantities, Cleverific can automatically issue refunds 30 minutes after the edit window closes. This short delay ensures the order has fully settled in Shopify before processing. This setting is disabled by default, and you can request it to be enabled for your store.
Note: Automatic payment capture must be enabled. With manual payment capture, no refund occurs; only a decrease in the amount to be captured.
How it works
A customer makes an edit in Customer Portal that results in a refund. For example: removing an item, changing to a lower-priced variant, or decreasing quantity.
The Order details page displays a message: “You owe a refund.”
Once the edit window has elapsed plus 30 minutes, the refund is automatically processed.
We begin the refund creation process that happens in a background job. All refund jobs run once every hour after the editing window has closed. If a job misses one cycle, it will be picked up and processed in the next round.
This means it can take up to 1–2 hours for the refund to be processed and appear in your order.
During processing, the order status may appear as Refund pending while Shopify completes the transaction. This will also be noted in the Timeline of the order.
Once Shopify has completed the transaction, usually after about 24 to 48 hours, the refund will be posted in the Totals section and on the timeline. The payment status of the order will show as Partially refunded.
Enabling automatic refunds upon edits
From your Shopify Admin, go to Apps > Cleverific Order Editor > Customer Portal
In your Customer Portal settings, enable Automatically refund customers when an edit reduces their order total
Click Save in the top bar.
How it works when the editing window is greater than 7 days
If your editing window is set to more than 7 days, Cleverific will schedule the refund job to run 24 hours + 30 minutes after the edit request is made (not right after the edit window closes). This ensures the edited order has time to fully settle in Shopify before we attempt to create the refund.
Refunds are not created exactly at that timestamp, because Cleverific only scans for eligible refunds once per hour. This can create a small delay between the scheduled time and when the refund is actually processed.
For example:
Customer removed an item at 7.32 via Customer Portal.
Refund was scheduled for 9:02
The hourly scan did not run until 9:40
At 9:40, Cleverific detected the order as eligible and created the refund.