Sometimes it will be necessary to issue a partial or full refund to a customer. This guide provides an overview of refunding and canceling your subscription orders.
Note that all refunds must be processed in ReCharge, see Issue a refund in Shopify for more information.
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Before you start
ReCharge excludes refunds from your monthly ReCharge invoices. However, check with your payment processor to confirm their fee policy around refunding transactions as additional fees may apply:
Issue a full or partial refund in ReCharge
You can refund an entire order or part of an order for your customers.
- Navigate to the Customers tab and search for the desired customer to refund.
- Select See Details to view a list of the customer's charges.
- Locate the charge that needs to be refunded and select the drop-down arrow to expand the Charge details.
- Enter the amount to be refunded in the Refund by amount field.
- Select Refund.
You can confirm the order has been refunded by looking at the status of the charge and the total amount refunded.
Refund by item in ReCharge
You can refund by item for orders with 2 or more items. Follow the previous section and then proceed with the following.
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". Click on the Refund button when you are ready to refund.
Note: The Refund payments window will display the original item's price and disregard any discount codes used at checkout.
Cancel an order
In some cases, you may need to cancel an order in addition to refunding the order. By default, ReCharge does not cancel an order when refunding so you will need to complete this as a separate action. The reverse is true as well, canceling an order will not refund the order.
Once an order is refunded, click Cancel Order.
Issue a refund in Shopify
Shopify requires that all purchases made via third-party apps be refunded directly in the app. If you attempt to refund using the refund button in Shopify, you may receive a transaction requires a gateway error or an e-mail indicating that the refund did not process. You will need to refund the payment directly through ReCharge, though there is a solution to refund in ReCharge via Shopify's order page.
When the order in Shopify, click More actions and selection Refund Recurring Order from the dropdown menu.
On the following page, confirm if you would like to proceed with processing a full refund. You will also have the option of canceling the order in addition to the refund on this page.
Issue a refund through your payment processor
You can also issue refunds directly through your payment process. However, if you refund through the payment processor, this information will not sync back to ReCharge which means that you will not be able to update the order status and also that this refund information won`t be present in your reporting. We only suggest refunding through your payment processor directly in certain situations, such as:
- If the payment already shows as refunded in ReCharge but not refunded in the payment processor.
- If you use Authorize.net and you need to issue a partial refund.
- if the order was created on a different subscription platform, issuing a refund can't be performed through ReCharge.