Hey there,
Was there any issue with POS orders having the wrong financial status when some store credit was used? Looks like it’s not happening anymore but a merchant got a few orders like that around end of October.
Example: Order with a $50 total, $3 store credit used. The order financial status was “partially_paid” and had an outstanding amount of $3.
There was only 1 Shopify payment transaction, no sign of a store credit transaction…
Hey @yaman.jaiouch - I did a bit of digging into this and don’t see any wider reports of this happening, but happy to look into this. Would you be able to share the order numbers of any examples where you’re seeing this pop up? If you’d prefer to share that info via DM, just let me know too and I can set that up on my end here.
Hey @Alan_G, sure here’s some order IDs: 5597201268888, 5600486686872
Hey @yaman.jaiouch - thanks for sharing those and sorry for my delayed reply, I was OOO for a little bit here. I took a look at Order #5597201268888 and I think I see what you mean. Just confirming, what should have happened is the customer paid the 47 dollars, for example, had the 3 dollar credit applies and there should have been no outstanding balance?
My next step is to investigate a bit more internally here, but wanted to confirm things with you - hope to hear from you soon!
Hey @Alan_G, yes exactly that’s what should have happened
Hey @yaman.jaiouch, thanks for your patience while I looked into this.
After investigating internally with some colleagues, I can confirm this was a known issue that affected how store credit transactions were being recorded on POS orders. The issue caused the store credit payment to not be properly captured, which resulted in orders showing as “partially_paid” with an outstanding balance equal to the store credit amount.
This issue has been fixed though, and the fix was released in a POS update around late September/mid-October, which lines up with your observation that it stopped happening after that timeframe.
Unfortunately, there isn’t an automatic fix for the orders that were affected before the update, so those may need to be manually reconciled on the merchant’s end. Going forward though, new POS orders using store credit should correctly reflect as fully paid.
Please let me know if you have any other questions or run into this again, happy to help where I can.
Thanks for confirming @Alan_G, I’m marking this as resolved
No worries @yaman.jaiouch - let me know if I can help out further. 