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Website Builder: How to Issue Refunds in the Online Store
Website Builder: How to Issue Refunds in the Online Store

Learn how to send money back to your clients

Updated over a week ago

You can issue your clients full or partial refunds:

  • If the client paid using an online payment method, log into the merchant account of the payment processor you use in your store (e.g., Stripe) and issue a refund from there

  • If the client paid using a manual payment method (e.g., cash), contact your client to agree on how you'll proceed with the refund (e.g., ask the client to specify their bank account number); the client's contact details can be found in the order summary

Issuing a refund from Stripe

  1. On the Payments page, find the payment that needs to be refunded

  2. Click the ellipsis ••• button and select Refund payment; by default, you’ll issue a full refund; for a partial refund, specify the preferred amount

  3. Select a reason for the refund; if you select Other, provide an explanatory note that is attached to the refund

  4. Click Refund

Refunds use your available Stripe balance and if it doesn’t cover the amount of the refund, Stripe debits the remaining amount from your bank account. The money reaches your customer within 5-10 business days, depending upon their bank. Learn more: Refunding and canceling payments with Stripe

After initiating a refund, you may cancel order fulfillment in your store management area:

A button to cancel order fulfillment on the order page

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