Refunds

Process refunds when customers need order adjustments or returns.

Refund Types

Refunds are issued against a specific payment transaction, not against the order as a whole.

Processing a Refund

1. Open the order
2. Scroll to the Transactions section
3. Open the actions menu on the payment and click Refund
4. Enter the refund amount
5. Add a reason (optional)
6. Tick Restock items to inventory if you want stock returned
7. Click Process Refund

Refund Amount

• Cannot refund more than the original payment
• Minus any previous refunds already issued
• The modal shows the amount still available, plus any amount previously refunded
• Any declined refund attempts against the payment are shown too
• System validates the refund amount before processing

A payment can only be refunded while it is completed, has not been voided or charged back, and still has a refundable balance.

Restocking

If the order has restockable items, the refund modal offers a Restock items to inventory checkbox. Dropshipper items are never restocked — their distributor sync owns that count.

Refund Reasons

The reason is a free-text field and is optional (up to 255 characters). Common reasons merchants record:

• Customer request
• Defective product
• Wrong item shipped
• Damaged in shipping
• Not as described
• Order cancelled

When you enter a reason, it is saved to the order as a note reading “Refund processed: {your reason}”.

Order Status After Refund

Refunding the full remaining amount also cancels any fulfillments still pending on the order, and you are told how many were cancelled.

Refund Notifications

When a refund is processed:

• Customer receives a refund confirmation email
• You can resend it from the order’s Actions menu once the order is fully refunded

Transaction History

View all payments, refunds, voids, and chargebacks on an order:

1. Open the order
2. Scroll to the Transactions section
3. See each transaction’s card, amount, status, gateway response, and date

Reversals are recorded as separate rows that reference the original payment. The original payment row is never rewritten, so the full history stays intact.

Void vs Refund

To void a transaction:

1. Open the order
2. Find the payment in the Transactions section
3. Click Void
4. Confirm

The Void option only appears while the payment is less than 24 hours old — the gateway call is rejected beyond that window.

Voiding records a reversing void row against the payment, cancels any pending fulfillments on the order, and sends a void confirmation email.

Chargebacks

If a customer disputes a charge with their bank:

1. Open the payment’s actions menu and click Chargeback
2. The order moves to Chargeback status
3. Gather evidence (order details, tracking, communications)
4. Work with your payment processor to respond

Recording a chargeback does not call the payment gateway — the card network has already pulled the funds. It writes a reversing chargeback row against the payment and adds the customer to your blacklist.

If you win the dispute, or recorded it by mistake, use Remove Chargeback on the transaction. That reverses the chargeback record and lifts the blacklist entry.

Reprocessing a Declined Payment

If a payment was declined and the order still has no successful payment, the transaction’s actions menu offers Reprocess. This re-attempts the charge against the card on file.

Related Documentation

• Managing Orders - Order management
• Fulfillment - Shipping orders
• Payment Providers - Payment processing