Completing and refunding orders

You can make refunds and complete partial payments from the Shopify POS Orders screen.

Complete a partial payment

To complete a partial payment:

  1. On the Orders screen, tap the order that you want to take payment for.
  2. Tap Take payment. You will be taken to the payment screen:
    Take payment button
  3. Tap Add payment and choose the payment method.
  4. Enter the amount that the customer will be paying.
  5. Tap Complete order.

Refund an order

You can refund orders from the Orders screen of Shopify POS. When you refund an order, you can make sure that your inventory levels are correct by selecting any returned products that you want to restock.

To refund an order from Shopify POS:

  1. From the Orders screen, tap the order that you want to refund.
  2. Tap Refund.
  3. Use the + and - beside each product to enter the quantity that you're refunding:
    Refund order screen ipad
  4. If you want to return the refunded items to your inventory, then enable the Restock option.
  5. If you want to refund the cost of shipping, then tap Add beside Shipping.
  6. If you want to enter a reason for the refund, then tap Add beside Reason for refund (optional), enter the reason, and tap Done.
  7. When you're ready to process the refund, tap Refund.
  8. After the refund is processed, tap Done to return to the order details page.

Refund an order to a gift card

If you have gift cards enabled, then you can make a refund to a gift card so that your customer can redeem a store credit at a later date:

  1. From the Orders screen, tap the order that you want to refund.
  2. Tap Refund.
  3. Use the + and - beside each product to enter the quantity that you're refunding:
    Refund pos order screen ipad
  4. If you want to return the refunded items to your inventory, then enable the Restock option.
  5. Enable the Issue store credit option.
  6. Tap Refund.
  7. In the Refund Payment window, make sure that the amount you're issuing the gift card for is entered beside STORE CREDIT, and then tap Refund:
    Refund payment screen
  8. When the refund is successful, tap Done.
  9. From the Shopify POS products screen, add a gift card for the refund amount to the cart.
  10. Tap Total to go to the Select payment screen.
  11. Tap Store Credit.
  12. Tap Complete order.

Refund an order using the Moneris terminal

If you refund an order that was paid for using the Moneris iPP320 terminal, then the process is slightly different. The customer needs to swipe, insert, or tap the payment card that they used to pay for the order, and they might need to provide a signature.

To refund an order with the Moneris iPP320:

  1. From the Orders screen, tap the order that you want to refund.
  2. Tap Refund.
  3. If you want to restock refunded products, then tap the products that have been returned. The refund total updates to match your selection:
    Select refunded products moneris transaction
  4. If you want to adjust the refund total without making changes to your inventory, then tap Edit to enter a refund amount:
    Edit refund button moneris transaction
  5. When you've selected the products that you want to restock and the refund total is correct, tap Done.
  6. In the Refund amount window, check that the amount is correct, and then tap Confirm.
  7. When you see the Processing refund window, prompt the customer to swipe, insert, or tap their card and follow the instructions on the terminal.
  8. If a signature is required, then turn the iPad to the customer so they can sign using their fingertip or a stylus. When the customer is happy with their signature, they tap Submit signature.
  9. After the refund is successfully processed, tap Done to return to the order's details screen.

Mark an order as fulfilled

If a completed Shopify POS order is marked in your Orders screen as Not Fulfilled, you can't mark it as fulfilled from the Shopify POS app. You must log in to your Shopify admin to fulfill the order.

You can mark an order as fulfilled while it's still in the cart:

  1. From the Shopify POS products screen, tap the tray icon:

    Cart tray button
  2. Enable the Mark as fulfilled option

  3. Tap outside the tray area to close it, and then continue with the order.

Refund an order

To refund an order:

  1. From the Orders screen, tap the order that you want to refund.
  2. On the order's details screen, tap Refund Order.
  3. Use the + and - beside each product to enter the quantity that you're refunding:
    Refund order screen iphone
  4. The refunded items are returned to your inventory by default. If you don't want to return the items to your inventory, then disable the Restock option.
  5. If you want to refund the cost of shipping, then tap Add beside Shipping.
  6. If you want to enter a reason for the refund, then tap Add beside Reason (optional), enter the reason, and tap Done to return to the refund screen.
  7. Tap Refund.
  8. If the customer used multiple payment methods, then review the amount that's refunded by each payment method, and tap Refund to confirm:
    Pay remaining screen iphone
  9. If you want to email a confirmation receipt to the customer, then tap Email receipt on the Refund successful screen.
  10. Tap the check mark to return to the order details screen.

Refund an order

To refund an order:

  1. From the Orders screen, tap the order that you want to refund.
  2. On the order's details screen, tap REFUND ORDER.
  3. Use the + and - beside each product to enter the quantity that you're refunding:
    Refund order screen android
  4. The refunded items are returned to your inventory by default. If you don't want to return the items to your inventory, then disable Restock selected items.
  5. If you want to refund the cost of shipping, then tap ADD.
  6. If you want to enter a reason for the refund, then tap Reason for refund (optional), enter the reason, and tap the check mark to return to the refund screen.
  7. Tap REFUND.
  8. If the customer used multiple payment methods, then review the amount that's refunded by each payment method, and tap REFUND to confirm:
    Pay remaining screen android
  9. If you want to email a confirmation receipt to the customer, then tap EMAIL RECEIPT on the Refund successful screen.
  10. Tap the check mark to return to the order details screen.

Want to discuss this page?

Visit the Shopify Community

Sell in person with Shopify POS

Try it free