Refund a customer

Open the order, click Refund. That's the short version. Here's the rest.

Full vs partial

Full refund: the entire amount including shipping. Partial: a custom amount up to the order total. You can stack multiple partial refunds on one order. Useful when a customer keeps two items out of three. The dashboard shows total refunded vs total captured at the top of the order.

Refund vs void

If the order was authorised but not yet captured (rare with us. Most processors auto-capture), use Void instead. Voids release the hold immediately with no settlement. After capture, only Refund works, and the money has to round-trip through the processor.

Timing

The refund lands in your customer's account in 5-10 business days. The variance is on their bank's side, not ours. American Express tends to be fastest (2-3 days), traditional EU banks slowest. If your customer asks "where's my money", point them at this. There is nothing we can do to make it faster once we've sent it.

What happens automatically

Inventory is restored to the variant's stock. Loyalty points earned on the order are reversed. If the order was paid with a gift card or store credit, the credit goes back onto the original card or wallet. Not as cash. Subscription renewals do not auto-cancel a future renewal; do that separately under Subscriptions.

Refunds you can't do

• Older than 90 days (Stripe), 180 days (PayPal), 60 days (most NMI configs). You'll need to issue store credit or send money manually
• After a chargeback was filed for the same charge. Handle that as a dispute instead, or you'll double-pay
• More than the original amount (obvious, but the API will reject it with a clear error)

Communicate it

Hit "Notify customer" on the refund modal. It sends a templated email with the amount, the last 4 of the card it's going back to, and the expected timeline. Customers asking "did I get refunded" is the #1 wasted support ticket.