Is your customer wanting a full refund for their order? Follow the steps below to ensure that their full order amount is refunded back including any taxes/fees and shipping costs! If you are needing to refund specific products on an order and not the full amount, you can click here to view our article on refunding specific products or shipping on orders.
Note: Deleting and refunding an entire order cannot be undone so be sure you are needing to refund the full order.
Step 1: Jump to the order from the Dashboard Search Bar or go to the Store and select Manage Orders on the left-hand side
Step 2: Click the Order ID number
Step 3: Click Delete on the lefthand sidebar
Step 4: This will pull up the option to delete the full order. It will automatically populate the amount due back to the customer. In the Description, you can include the reason for the refund if you choose to include that.
Step 5: In the Refund Method drop-down, select the payment method you are wanting to refund to
Note: Deleting the order is FINAL so double-check that you have selected the correct refund method as we are not able to recover the order if the wrong method is selected
Step 6: Click the red Refund and Delete button
You will see a green success message when the refund is processed!
Finding a Deleted Order
If you need to find the order once it's been deleted, you can do so by going to the Accounting tab, at the top, next to Catalogs.
In the list of transactions, you will see the refund listed in red. You can double-click on the Order ID number and it will pull up the order for you.
When you pull up the order, it will have a note that the order was deleted but you will have access to see all details of the order as well as download the order receipt showing the refund.