Refunding an Order (Refund)

Return a customer's money partially or fully for a fully paid order.

Last updated: 2026-09-27

🔧 Steps to refund an order (Refund)

1
Refunds are only available for orders whose payment status is Paid (payment completed and already collected). Open the order from Orders, and click the Refund button at the top right of its details page.
2
On the refund page, set the quantity of each item you want to refund — the system calculates the amount due automatically based on the quantity.
The refund page — setting the quantity of the item to be refunded, the refund method, and the final amount on the left

📍 The refund page — setting the quantity of the item to be refunded, the refund method, and the final amount on the left

3
From the Restock items section, enable the "Restock fulfilled items" option if you want the refunded quantity to automatically return to the product's inventory.
4
Choose the refund method from the dropdown — either Original payment (refund via the same original payment method) or Other... (a different method).
The two refund method options: Original payment or Other...

📍 The two refund method options: Original payment or Other...

5
Enter the reason for the refund in the Refund reason field — an internal note for you and your team only, not shown to the customer — then click the refund button to carry out the operation.
💡 You can issue a partial refund by setting a quantity lower than the order total, or repeat the refund in multiple batches for the same order until you reach the full amount "available to refund."

❓ Frequently Asked Questions

Why isn't the Refund button showing on every order?

The Refund button only appears on orders whose payment status is actually "Paid" (payment fully collected) — orders that are still "Authorized" (authorized but not collected) or "Unpaid" don't have a direct refund button.

Does a refund automatically return actual money to the customer?

This depends on the original payment method and the payment gateway used — if you chose "Original payment," the system tries to return the amount automatically through the same gateway, while "Other..." records the refund manually in the system if you returned the money another way outside the system.

Does a refund affect sales reports?

Yes, the refunded amount is deducted from total sales in reports and analytics as soon as the refund is carried out.

OrdersRefund

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