Once an order has been paid for and delivered, the customer may wish, for various reasons (a return or exchange), to obtain a refund for one or more items, or even the entire order.
Your store offers the option to issue partial or full refunds for orders placed on your store.
Table of contents
Refund due to a return or exchange
Refund for a payment made online
Refund for a payment made on-site
Payment behaviour following a partial refund
Inventory behaviour following a partial refund
Payment behaviour following a total refund
Inventory behaviour following a total refund
Refund due to a return or exchange
Note: To be able to refund an order due to a return or exchange, the order must meet these three conditions:
1. Payment, displays in Captured status (regardless of whether the order was paid online or paid in-store).
2. Delivery, displays in Delivered status (regardless of whether the order was shipped or picked up in-store).
3. You have already Created the return or Created the exchange.
To process a partial or a full refund:
- In the Order payments window, click the three-dot icon on the right, then click Refund.
- In the Create refund window, the payment to be refunded is selected by default.
- The refund amount for the returned product is displayed.
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Enter a Note regarding the refund (if applicable).
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Click Save.
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The refund is sent to the customer.
Refund of a payment made online
For a payment made online, as soon as the refund is processed in your store's admin, it is automatically reflected in your Stripe, PayPal and Square account.
Example : In the Transactions section of your Stripe account, you will be able to view the refund information.
Note:
If you process the refund directly in your Stripe, PayPal and Square account, neither the refund nor the inventory restocking will be reflected in your store's admin.
Refund of a payment made on-site
For on-site payment, you must process the return or the exchange in your store's administration and then refund the amount directly to the customer using the same payment method with which the order was originally paid.
Payment behaviour following a partial refund
The Payment status of the respective order will change to "Partially refunded."
Inventory behaviour following a partial refund
Once the partial refund has been processed, your store will automatically restock the purchased items in your inventory.
Payment behaviour following a total refund
The Payment status of the respective order will change to "Refunded."
Inventory behaviour following a total refund
Once the total refund has been processed, your store will automatically restock the purchased items in your inventory.
Learn more: Managing inventory →