A certificate is revoked automatically when its order is refunded or cancelled. Shopify notifies Authentica as soon as it happens, and the certificate's status changes to Revoked, so the verification page shows it as revoked straight away with no action needed from you. Any refund on the order, even a partial one, revokes every certificate on that order.
Check these in order
Was the order refunded?
A refund of any size, including one line or the shipping, revokes all of the order's certificates.Was the order cancelled?
A cancelled order revokes its certificates.Was it revoked by hand?
Open the certificate in Certificates. It shows whether it was revoked by a refund, a cancellation or by you.Is it expired rather than revoked?
If you set a validity period, a certificate past its date shows as expired, which is a different state.
How to fix it
If the item really came back, the certificate is doing its job. If the revocation should not apply, for example a partial refund on a different item, open the certificate and use Reactivate certificate. It verifies as authentic again straight away.
If it still is not working
Send us the details listed on Still stuck and we will read the issuance record for that order.
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