How to Issue a Refund in ReCharge

We also offer guides on refunding directly through Stripe or Braintree if needed. However, you will normally want to follow this guide, we will only suggest refunding through Stripe or Braintree directly in certain situations, such as:

  • If the payment already shows as refunded in ReCharge but not refunded in Stripe or Braintree.
  • If you use Braintree and you need to do a partial refund.
  • Lastly, as a last resort in the event that either Shopify or ReCharge haven't processed the refund for some reason. Speak with us and we will work with you in this case.

Note: If you are using Authorize.net, we are not currently able to provide partial refunds. To perform a partial refund with Authorize.net, you may want to contact them directly.

Issuing a ReCharge Refund

1

In the ReCharge Dashboard go to Customers.

2

Search and select the desired customer to refund.

3

Click on See Details at the top of the following page

4

Select to expand the desired order with the payment status as Success, not Upcoming or it won't show up.

5

Type the refund amount and click Refund. This doesn't need to be a full refund, it can also be for a specific partial amount.   

When partially or fully refund a pre-paid subscription, be sure to cancel any remaining queued shipments. Queued shipments will submit to Shopify on your scheduled date regardless of refund status (unless explicitly cancelled). For your convenience, a modal confirmation window will open up and offer you the option to bulk-cancel remaining queued shipments.

6

Confirm the order has been refunded by looking in the Orders column after you've partially refunded the order.

‘Transaction requires a gateway’ Error

You may see this error as a result of attempting a refund directly from Shopify, as they require all purchases made via 3rd party apps to be processed a specific way. A solution is to issue the refund via the Shopify orders list. To reach the Shopify Orders page, click on the Order # and then Apps and Refund Recurring Order hidden within the menu.

Please do not use the lower refund button, as this will result in the refund not processing correctly. This is due to a recent update in how Shopify wants to handle refunds.

You can also reach the above screen from the Customer Profile by selecting the See Details button beside the Address ID.

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