Refunds happen — a customer changed their mind, an item arrived damaged, or a service had to be cancelled. Refunds work the same way for any paid order, whatever the product. The flow is short, and the money goes back through the same payment method the customer used.
Refund an order
- 1
Open the order
In Orders, find the order you need to refund and click it to open the order page.
- 2
Click Refund
Click the Refund button on the order page. The Refund Order panel opens with a clear summary of how much is available to refund and how much has already gone back.
- 3
Write a reason
A reason is required and free-form — for example, "Customer requested refund, item damaged, order cancelled". This is mainly for your own records and the order timeline.
- 4
Click Process Refund
The full available amount is refunded to the original card or wallet, and we email the customer a confirmation automatically. For a partial refund (returning only some of the money), contact support — partial refunds are not yet self-serve.
When a refund cannot go through automatically
Sometimes the original payment cannot be reversed automatically — for example, very old payments, a closed merchant account, or a payment method that does not support refunds. In those cases the panel shows a "Manual Refund Required" message and asks you to arrange the refund directly with the customer (for example, by EFT) instead.
Refunds cannot be undone
Once Process Refund completes, the money is on its way back to the customer's bank. Double-check the amount and the reason before you confirm — there is no rollback.
Frequently asked questions
How long do refunds take to appear?
Refunds usually show up on the customer's statement within 5–10 business days, depending on their bank. We email the customer the moment the refund is processed on our side, so they know it is on the way.
Can I issue a partial refund?
Not from the Refund Order panel today — it processes full refunds only. To refund a portion of an order, reach out to support and we will sort it out for you.
Does refunding restore inventory?
Yes. When you refund a physical order, your page puts the items back into stock automatically. If you ever see a yellow notice that stock could not be restored, you can adjust it by hand from the Inventory page.
What happens to a digital download after refund?
The customer's download access is removed automatically. They no longer see the file in their account or in their original email link.