HelpRecord a refund
When you pay a customer back, mark the order as refunded so your records match reality. The order changes to Refunded and the Timeline records who did it.
You can record a refund once the order is paid and has been cancelled or the customer has returned the goods.
Mark an order as refunded
- Pay the customer back through your bank or payment gateway.
- Open the order.
- On the Payment card, click Mark as refunded.
- Click Mark as refunded to confirm.
The Payment card changes to Refunded. You can’t undo this step. After a refund, the order can’t be completed and keeps its current status, for example Processing or Cancelled. On a phone, the Payment card comes after the Shipping card.
Record the refund details
The status doesn’t store the refund amount or transaction code. Write them in a comment so your team can look them up later.
- Scroll down to the Timeline card.
- Enter the amount, date and transaction code in the Leave an internal comment field.
- Click Post.
See also Notes and timeline on an order.
Frequently asked questions
Can I refund part of the money?
The Refunded status applies to the whole order. If you only refund part, write the amount and the reason in a comment in the Timeline.
Why don't I see the Mark as refunded button?
The button only appears when payment is Paid or Captured, and the order has been cancelled or returned. If the order is On hold, click Resume processing first. A COD order where no money has been collected has nothing to refund. An order that is Completed can't be marked as refunded yet.
Is the customer notified when I mark an order as refunded?
No. EcomWeb does not send an email for this step. Let the customer know yourself.
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