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 be a staff member with the Orders > Refund permission. Learn more about staff permissions.

A refund can only be sent to the original payment method. If a customer no longer has access to that payment method, then they need to contact the bank or agency for the original payment method to claim the funds after the refund is sent.

If you are a customer looking for a refund on an order that you placed on a Shopify store, then you need to contact the store directly.

Refunds and Shopify Payments

Refer to Shopify Payments refunds for more information.

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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