Celigo shopify refund to Netsuite refund flow (IA flows)

Integration Apps
1

Hello Team.

We have one scenario,

We do not want any inventory changes for cash refunds. All refunds should be processed as dollar-amount refunds in NetSuite. This means we do not want to manage or restock any items when creating cash refunds.

How can we sync a zero quantity on cash refunds and create refunds for the amount only? Is this possible with our Shopify-to-NetSuite refund flow (IA flow)?

thank you.

2

Hi Swapnil,

Yes, your scenario is possible in Shopify - NetSuite IA Refund flow. Just make sure when refunding an order, the restock item is not enabled and quantity of the item is zero.

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Also, you must specify NetSuite item to track order refund adjustments as a line item on the Settings**.** Be sure to select a non-inventory, payment, or other charge on this field. This will be added as a line item on the Refund transaction.

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Here is how it looks like in NetSuite:

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For more information, you may check this article: https://docs.celigo.com/hc/en-us/articles/228224387-Sync-order-refunds-between-Shopify-and-NetSuite#use-the-order-s-payment-method-for-the-refund-3

Let me know if you have clarifications.

3

Hello Angge,

Thank you for sharing the details. Can we apply the same setting to all refund orders? We want all orders to be mapped to this non-inventory item and have cash refunds created.

4

Hi Swapnil,

Yes, as long as you refunded the order without quantity the flow should automatically assign the non-inventory item on the Refund transaction.

I hope this clarifies your concern.

5

Thank you. In this case, we want to process refunds both with and without quantity, and assign them to a non-inventory item. Is this possible in our IA flow?

6

Subject: Shopify refund to NetSuite refund (GraphQL): VAT posted to Shopify Refund Adjustment item

Hi Team,

We're seeing an extra Shopify Refund Adjustment line on refunds created by the Shopify refund to NetSuite refund (add) GraphQL flow. On VAT-inclusive refunds, the amount usually equals the VAT. This has been happening since around March, and the team has been fixing each refund by hand.

Environment

Integration: Shopify – NetSuite IA

Flow: Shopify refund to NetSuite refund (add), GraphQL

Import: Post order refunds (invoice or cash sale) to NetSuite

What we've already checked

Mappings: the import's mapping matches our production flow. It has no item-line mapping. The lines are generated by the connector-owned hooks shopifyRefundOrderImportPostMapHook and shopifyRefundOrderImportPostSubmitHook.

Adjustment item: "Shopify Refund Adjustment". It is a non-inventory item for sale, non-taxable, active, and available to the affected subsidiaries.

Scope: 50+ recent cash refunds include this item, across the US, International, UK/EUR and Canadian subsidiaries.

Settings: reviewed the Deduct GST/VAT from order total, Sync GST/VAT for customer country and Add GST/VAT to refund total settings. We understand Add GST/VAT to refund total applies to the NetSuite → Shopify direction.

Patterns observed

Negative adjustment equal to VAT. Item TestAssembly: net 749.17 + 20% VAT 149.83 = 899.00 gross, adjustment −149.83, cash refund total 749.17, while Shopify refunded 899.00.

Questions

How does the GraphQL refund hook calculate the adjustment amount for tax-inclusive orders?

Why is the VAT portion posted to the non-taxable adjustment item instead of being reversed through the item line's tax?

Is this a known issue, and is a fix planned? Is there any configuration we should change in the meantime?

Thank you.

Prajakta.

7

Hi Prajakta,

The extra line is a balancing entry, not a mapping or item-setup issue. Before the NetSuite refund is created, the connector checks:

Amount refunded − (line subtotal + line tax)

Whatever is left is posted to the "Shopify Refund Adjustment" item as a non-taxable line. On VAT-inclusive orders the Shopify subtotal already includes the VAT, so the VAT is counted twice. Your TestAssembly case matches that exactly: 899.00 − (899.00 + 149.83) = −149.83, which leaves the cash refund total at 749.17 while Shopify refunded 899.00. The item line itself is correct (749.17 net + 149.83 VAT); the adjustment cancels that VAT on the total.

The connector removes the tax from the subtotal first only when the order is tax-inclusive and one of these is on:

  • Sync GST/VAT for the customer country (preferred — only affects tax-inclusive orders)
  • Deduct GST/VAT from the order total (removes tax from every order, including US tax-exclusive ones, so avoid this for stores that also sell into the US)

Both live under Settings > Order > Tax, and the refund flow reads them too. "Add GST/VAT to refund total" is NetSuite → Shopify only, so it does not apply here. Either setting also changes future order imports, so test in sandbox first.

If one of those is already on and new refunds still get the line, that was a connector defect fixed in release 2026.10.1 — no action needed on your side. Please don't remove the adjustment item; it is also used for real discrepancies and shipping-only refunds. Refunds already in NetSuite will not reprocess and need the manual correction your team has been doing.

8

Hello Kalyan,

Thank you so much for your reply.

But as per client, they don't want to have this additional line, Please see below comment,

Refunds have been recorded to netsuite with an extra line booked to “Shopify Refund Adjustment” and it just so happen to be equal the VAT amount. This is mainly appearing on the Intl orders but I would not say its limited to it. This issue has been around for many months without any type of resolution beside manually removing the line or zeroing out the amount. Would really appreciate to get this permanently resolved ASAP.

So, what would be possible workarounds, if we don't want that extra Vat amount line for Shopify refund adjustment.

Please suggest.

Thank you.