Shop Refunds

Overview

You can process refunds directly from within an order automatically if your payment gateway supports it, or you can do so manually.

Automatic Refunds

If your payment gateway supports automatic refunds, there will be a settings section in your gateway's settings to fill in. Make sure those are setup correctly or refunds won't work as they should. Refunds extend to products, taxes, and shipping fees and can be processed through your order page.

Adding the API keys in your Payment Gateway settings will allow for quick, automatic refunds through your website admin interface. Next see the steps below on how to process a refund on an order.

  1. Go to "Orders" in your website admin panel.
  2. Select the order you wish to refund.
  3. Click the grey "Refund" button to start.
  4. Specify the quantity of the product(s) to be refunded in the text box(es) that appear for each line item. The refund amount will automatically adjust based on the products refunded. If inventory levels are not managed, you can also simply enter the Refund amount, without adjusting the product quantity.
  5. Add refund notes, if desired.
  6. Click "Refund x via Your Gateway".

Note: If the quantities of items are not set when issuing a refund then the order is not marked as refunded and the email that is sent will say "partial refund".

In the "Order Items" there will be a note that has been added to let you that a refund has been processed. If a refund has been completed for the entire order, the order status will be automatically changed to "Refunded". If a partial refund was awarded, the status will not change.

When using automatic refunds through your website admin interface you will not need to log into your payment gateway's dashboard to process the refund as this provides a seamless experience.

Manual Refunds

Refunding manually allows you to utilise any payment gateway, regardless of automatic refund support. This will not automatically send the refund to your payment gateway, but allows you to mark the order as refunded on the order. Refunds extend to products, taxes, and shipping fees and must be processed directly with your Payment Gateway.

To manually refund an order:

  1. Go to "Orders" in your website admin panel.
  2. Select the order you wish to refund.
  3. Select the "Refund" button.
  4. Enter amount to refund.
  5. Add refund notes.
  6. Click Refund Manually.

The items selected for the refund will be noted as refunded. You will need to manually change the Order Status accordingly if you wish to see the order status changed to “Refunded”.

Note: This does not refund the customer via the payment gateway. You will need to continue on to your payment gateway's dashboard to start the refund process there as well.

Products Stock

When processing a refund you have the choice to restock products by checking the option that says "Restock refunded items" on the refund form.

FAQ

How do I find out if my payment gateway is refund compatible?

Just refer to our list below to see if the gateway you're using supports refunds. The ones listed do support refunds.

  • PayPal Standard
  • Stripe