Issuing a ReCharge Refund
You can refund an entire order or part of an order by following these steps:
In the ReCharge Dashboard go to Customers.
Search and select the desired customer to refund.
Click on See Details at the top of the following page
Select to expand the desired order with the payment status as Success, not Upcoming or it won't show up.
In the charge details of that order, enter the quantity you wish to refund. Then click on the Refund button.
Confirm the refund amount and click on the Process Refund button
- You can confirm the order has been refunded by looking at the status of the charge and the total amount refunded
Refund by item
You can refund by item for orders with 2 or more items. Follow steps 1 to 4 of the previous guide and then:
Click on the Refund Items button in the charge details.
In the Refund Payments window, enter the quantities of the items you wish to refund. If you wish to refund the total shipping cost select “Refund Shipping”. Then click on the refund button.
‘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 in 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 More actions and Refund Recurring Order hidden within the menu.
Please do not use the refund items 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.
Issuing a Refund through the Payment Processor
We also offer guides on refunding directly through Stripe or Braintree if needed. However, if you refund through the Payment Processor you will not be able to process a refund or make a record of it through ReCharge. We 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.