How to refund an order on Shopify

Issue a refund

1. In Shopify admin, go to Orders and click the order.
2. Click Refund.
3. Enter the quantity of each item to refund. A quantity of 0 isn't refunded.
4. Optionally deselect Restock items, refund shipping or duties, and enter a reason. The customer doesn't see the reason.
5. In Summary, choose a refund method and check the refund amount.
6. Optionally deselect Send a notification to the customer.
7. Click Refund.

Partial refunds

Follow the same steps with a lower quantity. The order's status becomes Partially refunded, and you can issue more partial refunds until you reach the order's total.

Refund shipping

On the refund page, select Shipping under Refund shipping and enter an amount up to the shipping fee charged. You can't refund shipping on orders with an order-level free shipping discount.

Original payment method or store credit

Choose the original payment method, store credit or both in the Refund method menu. If you choose both, you can edit each amount. Some payment methods, such as OXXO through Shopify Payments, can't be refunded to the original payment method.

What you can't do

• You can't refund more than the available amount.
• You can't cancel or reverse a refund after you start it.
• You can't create a return for items you've already refunded.

Let shoppers ask in chat

Counter can handle refund requests in your store's chat, within rules you publish, and can hold any change for a teammate's approval. On Shopify it needs the Growth plan or above.