On the order: Payment → Refund.
- Pick how many of each item to refund. The amount is worked out for you: the items plus their tax. Tick Refund shipping too to add the shipping.
- Put back in stock returns the items to their location's stock.
- You can change the amount (up to what's left to refund) and add a reason only your team sees.
- The refund goes back through the payment provider that took the payment, to the customer's card. With Stripe Tax, the tax is taken back from Stripe's record too. The customer gets a refund email.
More → Cancel order (before anything ships) refunds what was paid, puts everything back in stock and tells the customer.
Refunds and cancels need someone signed in to the app: an AI app or API key can only prepare them. Refunds are for managers and owners, and each person can have "Can't refund orders" set.