Refund an Order
An order, paid up front with a credit card or with store credit, may be refunded to the customer.
To view or manage refunds, navigate to the Order Details page Refunds section.
There are multiple options for refunding an order. You may choose to refund:
- Individual items in the order
- The entire order
- Custom refund amount
Additionally, a refund may be applied to a specific payment method
- Any payment method registered for the customer
- Store credit
- Offline (e.g. cash, check)
Payments made against terms or capital terms orders may be refunded with a different workflow.
To create a new refund, select the New refund button in the Refunds section.
If this button is disabled, it could be that the order has already been fully refunded, the order status is Disputed, or the order has not been approved yet (integrations only)
Select the option for the type of refund you would like to create.
- Refund Individual Items If refunding individual items, select the quantity for each item you would like to refund.
- Refund Entire Order When refunding the entire order, the quantity for each item will be automatically set to the total number of items in the original order.
- Refund Custom Amount Enter the custom dollar amount you would like to refund, up to the original order total amount. Note that with this refund type, the refund will not be associated with any specific items in the order.
Select the Get quote button to display the possible payment methods that funds may be returned to. The available options will vary based on how the order was originally paid for.
Finally, you can select the reason for refunding this order, along with any optional notes.
Select the Refund button to finalize the refund.