Refunding orders

You can refund an entire order or only part of an order in your Shopify admin. When you refund an order, you send payment back to the customer. You can refund an order without creating a return, but you can't create a return after a refund has been issued. In some cases, you can cancel an order, and then issue a refund.

As part of the refund process, you have the option to restock the items and to send a notification email to the customer. If there is no payment to refund, then you can restock the items from the order.

To refund orders, you need to be the store owner or have the Refund orders permission. Learn more about Staff permissions.

Refunds and Shopify Payments

If you're using Shopify Payments and you issue a refund, then the amount is deducted from your next available payout. In most cases, the refund is labeled as Pending for up to 2 business days, and it can take up to 10 business days for your customer to receive the refunded amount.

You can find the Acquirer Reference Number (ARN) in the order timeline under the refund details. ARNs are available for all refunds through Shopify Payments that are sent to a Visa or Mastercard.

ARNs can be used by banks and credit card providers to trace a transaction. If a customer claims they haven't received their refund, then provide the customer with the ARN and advise them to reach out to their credit card provider to investigate.

If you're using Shopify Payments and your payout doesn't have enough funds for a return, then there are different outcomes depending on where your store is based:

  • In the United States, Canada, Australia, New Zealand, United Kingdom, Austria, Belgium, Denmark, Czechia, Finland, Germany, Ireland, Italy, Netherlands, Portugal, Spain, Sweden, and Switzerland, the balance is debited from your bank account. The debit will occur on a day that falls outside your regular payout schedule.

  • If the debit fails, then it will be attempted again in 3 business days. If that reattempt fails, then you need to change your Shopify Payments bank account, or repay the negative balance manually.

  • In all other countries, the remainder of the refund is deducted from the next payout until the refunded amount is covered.

If your Shopify Payments account displays a negative balance, and the refund status in the order timeline has been Pending for more than 2 business days, then the outcome depends on where your store is based:

  • In France, Romania, Singapore, Hong Kong SAR, or Japan, your negative balance will be cleared by future sales.
  • If you're in Europe and use a non-Euro bank account, then your negative balance will be cleared by future sales.
  • In all other countries and currencies, your bank account will be debited for the negative balance.

Depending on the balance, and how long it's been pending, the Shopify Recovery team might get in touch directly with the store owner to address the negative balance, and to keep your Shopify Payments account in good standing.

If you have questions about your negative balance, then contact Shopify Support.

Refund an entire order

You can issue a full refund for all items in an order. When refunding an order, you can manually edit the Refund total to charge your customer a restocking fee. You can also add a refund for any shipping charges.

Steps:

  1. From your Shopify admin, go to Orders.

  2. Click the order that you want to refund.

  3. Click Refund.

  4. Enter the quantity of the items that you want to refund.

  5. Optional: If you want to restock your items manually, then deselect Restock items. This option is selected by default and is available only when you track inventory for the items included in the order.

  6. Optional: In the Refund shipping field, enter the shipping amount that you want to refund.

  7. Optional: If the order includes duties and import taxes, then select whether you want to refund Duties and import tax on refunded items and Additional fees: Customs clearance.

  8. Optional: In the Reason for refund section, enter a reason for the refund. The refund reason isn't displayed to your customer.

  9. Optional: If you don't want to send an email to your customer when you issue the refund, then deselect Send a notification to the customer. This option is selected by default.

  10. Click Refund to refund the customer's order.

Refund part of an order

You can issue a partial refund for specific items in an order. You can then issue additional partial refunds until you've reached the total available to refund, which is the original amount of the order. After you issue a partial refund, your order's status changes to Partially refunded.

If a customer made a purchase using a gift card and another method of payment, then when you perform a partial refund, the refund is applied to the gift card first, until the gift card reaches the full amount available for refund. The rest of the refund is applied to the other payment methods. You can adjust the refund amounts manually for each payment method up to the amount that is available for each payment method. For example, if a partial refund amount of 50 USD is applied to the gift card, but you can apply up to 20 USD to a credit card, then you could can the refund by applying 30 USD to the gift card, and 20 USD to the credit card.

Steps:

  1. From your Shopify admin, go to Orders.

  2. Click the order that you want to refund.

  3. In the Order Details section, click Refund.

  4. Enter the quantity of the items that you want to refund. Any products with a quantity set to 0 aren't refunded.

  5. Optional: If you want to restock your items manually, then deselect Restock items. This option is selected by default and is available only when you track inventory for the items included in the order.

  6. Optional: In the Refund shipping field, enter the shipping amount that you want to refund.

  7. Optional: If the order includes duties and import taxes, then select whether you want to refund Duties and import tax on refunded items and Additional fees: Customs clearance.

  8. Optional: In the Reason for refund section, enter a reason for the refund. The refund reason isn't displayed to your customer.

  9. Optional: If you don't want to send an email to your customer when you issue the refund, then deselect Send a notification to the customer. This option is selected by default.

  10. Click Refund to refund your selected items.

Restock an order

If there's no payment to refund for an order, then you can restock the items without creating a return or a refund.

Steps:

  1. From your Shopify admin, go to Orders.

  2. Click the order that you want to restock.

  3. Click Restock.

  4. Enter the quantity of items in the order to restock.

  5. Click Restock items.

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