Returns & Refunds · Built into your store

Make things right,
right from the order.

When a customer needs money back, start with the purchase you already know. Review the items, choose the refund and decide what should return to stock. The refund record stays with the order, giving your team the context for the next conversation.

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Order #1042 · Refund review

$20
A $45 order contains $40 of coffee and $5 shipping. Refunding one $20 item leaves shipping unchanged.
Hands opening a small cardboard parcel with a label on its lid, on a wooden table.
Return received · #1042Today

Refund · Order #1042

$45 paid

  • House Blend

    1 × $20 · returned

    Selected

  • Decaf · 1 × $20

    Kept
Shipping refund
$0
Proposed refund
$20

Choose the part you need to refund.

Select the relevant items and quantities instead of treating every request as a full-order refund. Review the proposed amount and choose whether shipping is included, so the refund reflects the resolution you have agreed with the customer.

Order #1042 · Maya Chen

$45 paid · 12 Oct 2026

  • Decaf · 1 × $20Kept
  • Shipping · $5Not refunded

Proposed refund

$20

Stock outcome:+0 units

One $20 item selected. The refund amount does not change when you change restocking.

Illustrative outcome after a successful refund and applicable stock processing. Nothing is submitted.

Choose the item and change the restock decision. This illustration does not issue a refund.

Slide 01 / 03

Make stock a
separate decision.

Use the restock choice for items that should become available again. In this example, returning one sellable bag adds one unit to stock; leaving restocking off changes no stock. The selected item’s $20 refund stays the same either way.

  • Sellable bag returned

    Restock
    On
    Refund
    $20
    Stock
    4849

  • Bag not returned to sale

    Restock
    Off
    Refund
    $20
    Stock
    4848

Two possible outcomes for the same selected item, after successful processing where applicable.

Good to know

Will it fit the way you sell?

Can I refund only part of an order?

Yes. Choose items and quantities or enter a custom amount within the order’s remaining refundable balance. Review existing refunds before submitting another. Pending requests also affect the amount available to refund, even before settlement is complete.

Do shipping charges have to be refunded?

The refund dialog includes a separate shipping option. Decide whether to include it based on the resolution for that purchase. In the example, one $20 item is refunded from a $45 order and the $5 shipping charge is left unchanged.

Does a refund always put goods back in stock?

You control restocking in the refund workflow. Use it for goods that should return to saleable stock after reviewing their condition. Stock handling follows the order and payment flow; do not treat a pending refund as proof that goods have already been restocked.

How do customers request a return, and how is it paid?

Customers can contact your team through your published return instructions. Process supported refunds from the order: Stripe, InPost Pay and PayNow have connected flows. Frame and Montonio require their provider dashboards, and bank transfers require your bank. Processing times vary.

Works with the
rest of your store.

Every feature works from the same products, customers and orders.

    Handle the resolution with the order in view.

    See item selection, restocking and refund history using a purchase like the ones your team handles.

    Get a Demo