How to Refund an Order in Shopify

So you need to refund a customer for a product they want to return? It’s a bummer, but it is a reality of doing business.  Ensuring that you do so in a streamlined efficient manner is critical to upholding your reputation as a business.

It also gives you the opportunity to renew consumer confidence in your product, and to win back their business through providing expedient and excellent customer service.

Step #1: Open your ShopifyDashboard” and go toOrders” page:

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Step #2: Click the order number of the order that needs to be refunded:

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Remember: The order must be paid and fulfilled

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Step #3: Click onRefund”:

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Step #4: Enter the quantity of orders that are being returned in the “Return”  drop down.  It should  be equal in number to the quantity listed in the “Ordered” column.

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Step #5: If you are tracking inventory for your products, the checkbox next toRestock itemswill be visible. If the customer has yet to return the products, or will not be returning them due to documented damage, do not “check” “Restock Items,” however if you are receiving the product and it is able to be restocked, check the box.

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Step #6: The shipping cost will not automatically be refunded.  If you want to refund the shipping cost to your customer, edit the refund amount, and make it the same as theTotal available to refundamount.

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Step #7: Ensure the box at the bottom of the pop-out screen is checked, as this will automatically generate an email to your customer.

 

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Step #8: Click  “Refund” :

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Sometimes you need to make a partial refund to a customer. This could be because a price you advertised did not match that reflected upon your website, or because the customer was not completely happy, but was willing to keep the product.

Another possible situation is when your customer has ordered multiple products but only wants to return some of them.

It is your prerogative as to how to utilize the ability to partially refund your customers.

Step #1: From your Shopify admin “Dashboard,” navigate to the “Orders” page:

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Step #2: Click on the order number(s) that need to be partially refunded:

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Step #3: ClickRefund”:

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Step #4: In the “Refund” column enter the number of products you want to partially refund

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The amount to be refunded automatically populates with the total products selected for refund

Step #5:  If you are tracking inventory,  the checkbox next toRestock itemswill be visible. If your customer has yet to return the items, do not check this box.
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Step #6: Here, you are also able to send a notification email to your customer:

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Step #7: Click the “Refund” button:

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Now, if you need to add additional refunds on an order, here’s how:

Step #1: From your Shopify admin page, go to the “Orders” page:

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Step #2: Click on the order number(s) that need to be refunded:

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Step #3: Click onRefund

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Step #4: In the “Refund” column enter the number of products you want to partially refund

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Step #5: The checkbox toRestock itemswill be visible if you are tracking inventory for these products. If customer has not returned these products  uncheckRestock items.

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Step #6: You are also able to send a notification email to the customer, ensuring a positive customer experience. Do so by checking the box next to “ Send a notification email to the customer.”

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Step #7: Click the blue “Refund” button, there will be a dollar amount listed next to the word “refund.”

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How to view a history of all these transactions

Step #1: Open the order that you want to view, and scroll down to the “History” section:

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Step #2: Click on the entry to see more details:

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Okay, so now you have in your wheelhouse the ability to refund a customer fully, partially, and with or without shipping included.

Hopefully you don’t need to refund your clients often, but ensure that when doing so you are quick and courteous.

Nothing wins a customer for life quite like turning a negative interaction into a positive one!