Processing a refund with an open disputed case on resolution center.

[narrawatches]

Hi,

I received a prechargeback alert dispute for unauthorized Shopify transaction a few days ago. I disputed it by providing tracking details to the item i sent out. However, thankfully i was able to get the item sent back to me instead of being delivered to the customer. I would now like to proceed with a refund.

But when I click refund under the resolution center, it says this and the refund won't proceed. 

"We’re sorry, looks like something went wrong on our end. Please try to submit again."

It this because we have an open case? Can I just issue the refund via Shopify instead?

[PayPal_Bindu]

Hello @narrawatches 

Welcome to the Community and thanks for your post!

I see you're looking to refund the payment to settle the dispute. Yes! You can issue the refund to a open dispute. You can check this article for the steps to issue a refund : How do I issue a refund in a dispute?

Please note that issuing a full refund automatically closes a dispute. If this doesn't work, please reach PayPal Support team to help you further.

Best wishes,

Bindu

[narrawatches]

Hi Bindu, Unfortunately when I talked to support they told me that we can't do anything to refund now because it is up to the buyer's financial institution to close this for this chargeback case.