How to Issue a Refund in ReCharge
We also offer guides on refunding directly through Stripe or Braintree for either a full or partial refund. You will normally want to follow this guide, but we may 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 fail-safe in the event that either Shopify or ReCharge haven't processed the refund.
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. Otherwise, you can continue with the following instructions.
Issuing a ReCharge Refund
In the ReCharge Dashboard go to Customers.
Search and select the desired customer to refund.
Click on See Details on the following page.
Select the order with the payment status as Success, not Upcoming or it won't show up.
Type the refund amount and click Refund.
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.
‘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 Subscription ID seen below.