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. In the Outstanding section, tap Take Payment to go to the checkout:
    Take payment button
  3. Tap Add payment, and then select a payment method.
  4. Enter the amount that the customer will be paying.
  5. Tap Complete order.

Refund an entire 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 entire order from Shopify POS:

  1. From the Orders screen, tap the order that you want to refund.
  2. Tap Refund items.
  3. Use the + and - beside each product to enter the quantity that you're refunding:
    Refund order - ipad
  4. If you don't want to return the items to your inventory, then disable the Restock option.
  5. To refund the cost of shipping, tap Add beside Shipping.
  6. If the customer used more than one payment method, then you can split the refund between the same payment methods that they used. Enter the amount that you want to refund to each payment method in the Refund amount section.

    Refund order - iphone
  7. If you want to enter a reason for the refund, then tap + beside Reason (optional), enter the reason, and tap Done to return to the refund screen.

  8. When you're ready to process the refund, tap Refund.

  9. If the customer paid with cash or an external payment provider, then follow the on-screen prompts and tap Continue.

  10. If you want to email or text a confirmation receipt to the customer, then tap Email receipt or Text receipt on the Refund successful screen.

  11. After the refund is processed, tap Done to return to the order details screen.

Refund part of an order

When you refund an order, you can edit the refund amount in the Refund amount section to issue a partial refund.

To issue a partial refund:

  1. From the Orders screen, tap the order that you want to refund.
  2. Tap Refund items.
  3. Use the + and - beside each product to enter the quantity that you're refunding:
    Refund partial order - ipad
  4. If you don't want to return the items to your inventory, then disable the Restock option.
  5. To refund the cost of shipping, tap Add beside Shipping.
  6. If the customer used more than one payment method, then you can split the refund between the same payment methods that they used. Enter the amount that you want to refund to each payment method in the Refund amount section.

    Refund order - iphone
  7. If you want to enter a reason for the refund, then tap + beside Reason (optional), enter the reason, and tap Done to return to the refund screen.

  8. When you're ready to process the refund, tap Refund.

  9. If the customer paid with cash or an external payment provider, then follow the on-screen prompts and tap Continue.

  10. If you want to email or text a confirmation receipt to the customer, then tap Email receipt or Text receipt on the Refund successful screen.

  11. After the refund is processed, tap Done to return to the order details screen.

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 items.
  3. Use the + and - beside each product to enter the quantity that you're refunding:
    Refund order - 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 - ipad
  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.

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 ... 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 entire order

To refund an entire order:

  1. From the Orders screen, tap the order that you want to refund.
  2. On the order's details screen, tap Refund items.
  3. Use the + and - beside each product to enter the quantity that you're refunding:
    Refund order - iphone
  4. If you don't want to return the items to your inventory, then disable the Restock option.
  5. To refund the cost of shipping, tap Add beside Shipping.
  6. If the customer used more than one payment method, then you can split the refund between the same payment methods that they used. Enter the amount that you want to refund to each payment method in the Refund amount section:

    Refund amount - iphone
  7. If you want to enter a reason for the refund, then tap + beside Reason (optional), enter the reason, and tap Done to return to the refund screen.

  8. Tap Refund.

  9. If the customer paid with cash or an external payment provider, then follow the on-screen prompts and tap Continue.

  10. If you want to email or text a confirmation receipt to the customer, then tap Email receipt or Text receipt on the Refund successful screen.

  11. Tap Done to return to the order details screen.

Refund part of an order

When you refund an order, you can edit the refund amount in the Refund amount section to issue a partial refund.

To issue a partial refund:

  1. From the Orders screen, tap the order that you want to refund.
  2. On the order's details screen, tap Refund items.
  3. Use the + and - beside each product to enter the quantity that you're refunding:
    Partial refund - 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. To refund the cost of shipping, tap Add beside Shipping.
  6. If the customer used more than one payment method, then you can split the refund between the same payment methods that they used. Enter the amount that you want to refund to each payment method in the Refund amount section:

    Refund amount - iphone
  7. If you want to enter a reason for the refund, then tap + beside Reason (optional), enter the reason, and tap Done to return to the refund screen.

  8. Tap Refund.

  9. If the customer paid with cash or an external payment provider, then follow the on-screen prompts and tap Continue.

  10. If you want to email or text a confirmation receipt to the customer, then tap Email receipt or Text receipt on the Refund successful screen.

  11. Tap Done to return to the order details screen.

Refund an entire order

To refund an entire order:

  1. From the Orders screen, tap the order that you want to refund.
  2. On the order details screen, tap REFUND ITEMS:
    Order details screen showing the REFUND ITEMS button — Shopify POS for Android
  3. Use the + and - beside each product to enter the quantity that you're refunding:
    Refund screen - Shopify POS for Android
  4. If you're not returning the products to inventory, then disable the restock option.
  5. To refund the cost of shipping, tap Add beside Shipping.
  6. Optional: Tap Add reason for refund to enter an internal note about why you're refunding the order:
    Add reason for refund button — Shopify POS for Android
  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 showing a complete refund split across two payment methods
  9. Optional: Tap Send receipt.
  10. Tap DONE to return to the order details screen.

Refund part of an order

When you refund an order, you can edit the refund amount to issue only a partial refund.

If the customer used more than one payment method when they placed their order, then you can split the refund between the same payment methods that they used. The amount that a customer paid with a payment method is the maximum that you can refund with that payment method. For example, if your customer paid $100 in cash and $20 with a credit card, then the maximum that you can refund with cash is $100, and the maximum that you can refund to their credit card is $20.

To issue a partial refund:

  1. From the Orders screen, tap the order that you want to refund.
  2. On the order details screen, tap REFUND ITEMS:
    Order details screen showing the REFUND ITEMS button — Shopify POS for Android
  3. Use the + and - beside each product to enter the quantity that you're refunding:
    Refund screen with only one line item being refunded - Shopify POS for Android
  4. If you're not returning the products to inventory, then disable the restock option.
  5. To refund the cost of shipping, tap Add beside Shipping.
  6. Optional: Tap Add reason for refund to enter an internal note about why you're refunding the order:
    Add reason for refund button — Shopify POS for Android
  7. Tap REFUND.
  8. If the customer used multiple payment methods, then review the amount that's refunded by each payment method. Tap the amount beside a payment method to enter a different amount:
    Pay remaining screen showing a partial refund split between two payment methods - Shopify POS for Android
  9. When you're ready to process the refund, tap REFUND.
  10. Optional: Tap Send receipt.
  11. Tap DONE to return to the order details screen.

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