If a Customer Refund in NetSuite isn't appearing in its payout reconciliation — or is creating a variance that blocks a payout push — the refund record is most likely missing the Shopify order reference.
Why this happens
Blue Onion uses the Shopify order reference on a Customer Refund record to link the refund back to the original payment. Without it, the refund can't be matched to a payout. The field is often called etail ID or etail order ID, though the exact field name depends on your NetSuite setup. Your NetSuite admin can confirm which field your instance uses.
How to fix it
For affected refunds: Add the Shopify order ID to the etail ID field on the Customer Refund record in NetSuite. After the next overnight data refresh, the refund will match to the correct payout and any variance will clear.
Going forward: Configure your NetSuite integration or workflow to automatically copy the Shopify order ID from the Sales Order onto the Customer Refund when it's created.
Not sure which field on your Customer Refund is the order reference? Reach out to Customer Success — we can help you identify it.