Making a refund
- Open the order and find the Refunds box on the right.
- Type the amount in Amount to refund (£), or press Full for everything left.
- Tick the Yes, refund box to confirm the amount and who it goes to.
- Press Refund.
The money goes back to the card or Klarna account they paid with. It usually shows in their account within 5 to 10 working days, depending on their bank. There is no need to sign in to Stripe.
What happens next
- The customer is emailed with a credit note PDF attached.
- The credit note appears under Documents on the order.
- Refunded so far and Left to refund keep a running total.
- A full refund changes the status to Refunded. A part refund keeps the order where it was, so a dispatched order stays dispatched.
- The refund is taken off your takings in Reports and shown on the VAT figures.
Paid another way?
Orders paid by bank transfer, card over the phone or cash cannot be refunded from the admin, because the money did not come through Stripe. The order tells you this. Pay them back yourself in the usual way.
Cancelling an unpaid order
An order that has not been paid does not need a refund. Open it and press Cancel order. Nothing is charged and no email is sent. You can delete an unpaid order completely if you prefer.
Check the amountA refund cannot be undone once it has gone to Stripe, so check the amount before you press Refund.