When you hit the Settle or Process Refund button Returnly sends a request 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 or the amount you are attempting to refund is not available to refund. When this happens we display a screen similar to the one below:
We do this to avoid a double refund situation. If you click the Contact Merchant Care, 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 to confirm that a refund in the correct amount was issued via Shopify anytime this screen is presented.