As part of an online business it is essential that you know how to refund a customer. This guide will show you how.
Hopefully you will never need to refund a customer, but the chances are that you probably will have to at some point during your online adventure. At some point a parcel may get lost, damaged, stolen or you might even sell a product that you have ran out of stock with. So, you will need to know how to refund that customer. Here's how you do that.
This is a pre-made guide so please ignore the dollar signs. The guide is exactly the same for UK orders.
Locate the Order
Log into your Shopify account.
Using the menu on the left hand side of your screen, select 'Orders'/
Select the order that you need to refund.
Refunding a specific order
Now that you have selected the order that you would like to refund, the detailed order page will load.
Select the button titled 'Refund items' located at the top of the page.
Now that you have clicked 'refund items' another page will appear titled 'Refund items'
Select the products that you would like to refund the customer for by using the quantity box.
If you only want to refund the customer for one item, make sure you only select this quantity box.
If you want to refund your customer for all of the products, make sure you select every quantity box.
Restocking an item whilst in the refund process
The restock option is only available if you are tracking the products inventory.
Items are automatically set to restock when you refund a customer.
If your customer has returned the item and it can be added back into your stock then you can leave the box 'restock item' ticked.
If the item has been damaged or lost then make sure you untick the box titled 'Restock item'.
If you charge for shipping and would like to refund your customer for the shipping fee then make sure you enter the correct amount.
If you didn't charge for shipping this option does not appear.
Reason for Refund
You will have the option to write a reason for the refund so that you can refer back to it in the future.
This only appears in the Shopify admin, so your customer will not be able to see it.
Sending your customer a notification
If you would like your customer to receive a notification once you have completed the refund process then make sure you tick the box titled 'Send a notification to the customer' located underneath the 'Refund' button.
Refunding your customer
As you proceed though these different options the refund amount will update accordingly.
If the amount is incorrect and you need to adjust this, you can do so by entering the correct amount in the text box.
Please note that the refund amount cannot be higher than the customers original payment.
When you are ready. Click 'Refund' to refund the customer.
Once you have clicked 'Refund' you will automatically be sent to the next page where you can view the details of the refund.
You have now refunded your customer.
Refund processing time
It is important to note that a refund can take anywhere between 5-10 days to enter your customers bank account. Please inform them of this when you discuss their refund.
For more information on how to refund and cancel an order, please click this link