How Refunds Work | Help Center

Explains the operational workflow of initiating and managing refunds for canceled or returned orders.

Review your store refund and return policy terms.
Verify whether the original payment was processed online or via Cash on Delivery.

Step 1: Locate the Eligible Order

Navigate to Orders in your Admin Panel and select the specific order requiring a refund.

Step 2: Verify Returned Items or Cancellation Request

Confirm that returned merchandise has been received and inspected, or verify the cancellation reason.

Step 3: Initiate Refund Workflow

Use the refund or order status controls in your order view to record the refund amount.

Step 4: Process Gateway Reversal

For online payments, initiate the refund through your connected gateway dashboard if required by your integration.

Step 5: Notify the Customer

Inform the customer that the refund has been initiated and that funds will credit back according to their bank schedule.

The order status updated to reflect the refund and an accurate audit trail of returned funds.

Problem: Customer Inquires About Refund Timeline

Solution: Explain that bank processing timelines vary by card issuer and banking institution once the merchant initiates the reversal.