Issue refunds and handle returns
Refund a full or partial order through Stripe, and handle returns with confidence.
Sometimes a customer needs their money back — a return, a damaged item, or a change of heart. YNS lets you issue refunds directly from the order, and the money is returned to the customer through Stripe, the same secure service that handled the original payment.
Before you start
A little preparation makes refunds straightforward:
- Find the right order. Open it from the Orders section so you're refunding the correct purchase. You can search by customer name or order number.
- Decide the amount. Will you refund everything, or just part of the order? Knowing this up front keeps things clean.
- Have your policy in mind. If you have a returns policy, check it lines up with what you're about to do — for example, whether you wait for an item to come back before refunding.
Tip: Do it with AI — ask the AI Assistant to "find Jane's order from last week" so you can open the right one fast. (Refunds themselves are issued by you in the order and settle through Stripe — the assistant helps you locate the order, it doesn't move the money.)
Issue a refund
To refund an order, open it from the Orders section and choose to issue a refund. You can refund:
| Refund type | When to use it |
|---|---|
| The full amount | A complete return, a cancellation, or an order that can't be fulfilled |
| A partial amount | Refunding one item from a larger order, a price adjustment, or a goodwill gesture |
The refund is processed through Stripe, the same secure service that handled the original payment.
Note: Refunds always go back to the customer's original payment method — the same card or account they paid with. You can't redirect a refund somewhere else.
Handling returns
A refund and a return are related but separate. A return is the physical item coming back; a refund is the money going back. How you combine them is up to your policy:
- Wait for the item, then refund. Common for higher-value goods — you inspect the returned item before giving money back.
- Refund right away. Good for low-value items or damaged goods where asking for the item back isn't worth it.
Whatever you choose, when you issue the refund you can enter a refund reason in the refund dialog, so you and your team remember what was agreed and why.
How it shows on the order
After you issue a refund, the order is updated so you can see what happened. The refunded amount is recorded, and the order status reflects that it has been fully or partially refunded. This keeps your records clear if the customer gets in touch later, and makes your sales figures accurate.
A note on timing
Once you issue a refund, it can take a few business days to appear on the customer's statement — that's normal and depends on their bank, not your store. It's worth letting the customer know to expect this so they aren't worried when the money isn't instant.
Best practices
- Communicate. Let the customer know the refund is on its way and roughly when to expect it.
- Note the reason. Fill in the refund reason field when you issue a refund so your history stays clear.
- Match your policy. Keep your refunds consistent with the returns policy you've published, so customers know what to expect.
FAQ
Can I refund only part of an order?
Yes. You can refund the full amount or a partial amount — handy when a customer keeps most of their order but returns a single item, or when you're offering a small goodwill discount.
Where does the money go?
Always back to the customer's original payment method, processed securely through Stripe. You can't send a refund to a different card or account.
How long does a refund take to reach the customer?
The refund is issued immediately on your side, but it can take a few business days to show on the customer's statement. That timing is set by their bank, not by your store.
Does the AI Assistant issue refunds?
No. The AI Assistant can help you find the right order quickly, but you issue the refund yourself from the order, and the money settles through Stripe.
What's next
- Find the order you need in View and manage orders.
- Look up a buyer's history in Manage your customers.
- Publish clear terms in Legal pages.