Refund an order

Issue a refund

1. Open Orders and open the order.
2. Under Refund, check Captured, Already refunded and Available to refund.
3. Choose Full refund or Part refund. For a part refund, enter the amount.
4. Press the refund button, then confirm.

The Refund button in the order list refunds everything still available, after you confirm the amount.

A refund cannot be undone. It appears on the order once our payment partner confirms it.

Refunds made elsewhere

A refund you press in Shopify admin is forwarded to our payment partner, so the money moves. A refund made on the payment side is mirrored to Shopify when the order exists there.

When there is no refund button

• A test order has no real payment to refund. Its order page has no refund button, and the button in the list only tells you this.
• A fully refunded order has nothing left.
• A disputed order has no refund button in the list. Disputes do not refund automatically in Shopify.
• An order still syncing or under review has no refund button in the list.

If you see a message

• Not connected means you reconnect your payment account in Payments, or refund on the payment side directly.
• Already being processed means do not issue another one. Reload in a moment.
• We did not get an answer means the refund may or may not have gone through. Do not issue it again. Look at the payment in your payment account first.

Other things to know

• Refunding does not cancel a subscription. Cancelling a subscription does not refund past charges.
• Analytics revenue is shown net of refunds.