Issuing a refund in the Control Panel

When an order is canceled, you'll need to manually issue a refund to the customer. The steps vary depending on how the customer paid — credit card or PayPal.

To confirm the payment method, open the order and check the Order Summary section under the Order Details tab. It will show either PayPal or Payment Gateway (credit card).

Note: For a broader look at managing refunds and returns — including pre-refund checks, customer communication, and fraud handling — see Processing refunds and returns.

Refunding a credit card payment:

You can issue either a partial or full refund directly in the Control Panel.

1. Go to the Billing Details tab of the order
2. Locate the transaction and find the Partial | Full option in the Action column — this only appears after a payment has been captured
3. Select Partial or Full depending on what you're refunding

For a partial refund:

1. In the New Total column, zero out the amount you're refunding (shipping, tax, coupon, or parts)
2. Confirm the new total refund amount
3. Click Calculate New Transaction Total

Example: If you're refunding a $26.95 shipping fee, set the New Total for shipping to $0.00 before clicking Calculate New Transaction Total.

Tip: A refund can only be issued 24 hours after a payment has been captured.

Refunding a PayPal payment:

PayPal refunds are handled outside the Control Panel, directly through your PayPal account.

1. Log in to your PayPal account
2. Click History
3. Click Details next to the payment you want to refund
4. Click Issue a Refund
5. Enter the refund amount and click Continue
6. Review the details and click Issue Refund

Tip: If PayPal is your payment processor, your account must have sufficient funds available to issue the refund successfully.

For additional guidance, visit PayPal's refund support page.

After issuing a refund

• Verify the refund appears in your transaction history
• For partial refunds, note the amount in the order's internal comments for recordkeeping
• Email the customer to let them know the refund has been issued — refunds typically take up to 7 business days to appear on their statement, depending on their bank or payment provider
• Contact your payment provider if the refund doesn't appear within that window

Need help?

Our in-house Client Services team is available Monday-Friday, 8 a.m. to 8 p.m. EST to help you with any questions or issues. You can reach us in the following ways:

👉 Submit a request through this support form

📞 Call us at 1 [phone]

📧 Email us at [e-mail]

We’re ready to help you get the most out of your SimplePart experience!