When you hit the 'Settle' or 'Refund' button Returnly sends a signal to Shopify to issue a refund. Sometimes Shopify alerts us that a refund for one of the items has already been issued on their end. When this happens we display a screen similar to the ones below:

We do this to avoid a double refund situation. If you click the Contact Customer Support, the RMA will not be settled and we will be alerted that you believe this error is incorrect. 

If you click the 'Got It, Thanks' button NO REFUND will be issued and the RMA will be settled. 

Please note: it is always a good idea (very prudent) to confirm that a refund in the correct amount was issued via Shopify anytime this screen is presented.

Did this answer your question?