When an order is canceled, you’ll need to manually issue a refund to the customer. Refunds are handled differently depending on the payment method used.
If the customer paid via credit card, you can issue a partial or full refund in your Control Panel.
To refund a credit card payment:
Go to the Billing Details tab of the order.
Locate the transaction and look for Partial | Full in the Action column.
This option only appears after a payment has been captured.
Choose Partial or Full depending on your refund type.
💡 Tip: If PayPal is your payment processor, there must be sufficient funds in your PayPal account in order to successfully issue the refund.
For a partial refund:
In the New Total column, zero out the amount you’re refunding (shipping, tax, coupon, or parts).
Confirm your new total refund amount.
Click Calculate New Transaction Total.
Example: If you’re refunding just the $26.95 shipping fee, set the New Total to $0.00 before calculating the transaction total.
💡 Tip: A refund can only be issued 24 hours after a payment has been captured.
Recommended follow-up actions
Double-check that the refund has been processed successfully in your transaction history.
If you refunded a partial amount, note it in the order’s internal comments for recordkeeping.
Contact your payment provider if the refund doesn’t appear within 2–3 business days.