Refunding payments

You refund from the order itself. Only an order that has been paid can be refunded: if a customer changes their mind before paying, cancel the order instead. Returned goods go through Returns; see Returns and refunds.

Refund a card, Klarna or Clearpay payment

1. 1Open the order. In its Payment section, press Refund.
2. 2Choose Full refund (everything that's left, including delivery) or Part refund and enter the amount.
3. 3Add a reason if you like, for example "arrived damaged".
4. 4Press Refund and the amount. Comrc sends the refund through Stripe straight away.

A card refund usually reaches the customer within 5 to 10 working days, depending on their bank. It can't be undone. The customer gets an email saying their refund is on its way.

You can refund in several parts. The Payment section shows what was paid, what has been refunded and what is left to refund, and the payment badge changes to Partially refunded or Refunded.

Cancelling a paid card order

If you cancel an order that was paid through Stripe, Comrc refunds whatever is left on it in full, automatically. The same happens if a customer manages to pay for an order after it was cancelled.

Refunds made in Stripe

If you refund a payment in your Stripe Dashboard instead, Comrc normally picks it up and adds it to the order by itself. If it doesn't show, open the order, press Refund, choose I already refunded in Stripe and enter the Stripe refund ID (it starts re_). Comrc checks the refund with Stripe before recording it; if Stripe hasn't confirmed it for this payment, you'll see "Stripe has not confirmed this refund for this payment." Check the ID, or wait until Stripe shows the refund as succeeded.

If a refund fails

Sometimes Stripe doesn't complete a refund. The order then shows a Refund failed badge and "The last refund failed": the customer hasn't got their money back yet. Press Retry refund, or refund them in your Stripe Dashboard and record it here. If Stripe later reports that a refund failed after it was sent, the order is marked Refund failed again and the amount is added back to what's left to refund.

A cancelled order that has been paid and not yet refunded shows "Money left to refund." at the top. Use Refund in the Payment section.

Cash on delivery orders

No money moves from Comrc for a cash order. Give the customer their money back first, then record it: press Refund, choose the amount and press Record. A receipt reference is optional. A cash order can only be refunded once you've marked its payment collected. See Cash on delivery.

Gift cards

Refund only covers what the customer paid by card or cash. If a gift card paid for all of the order, it can't be refunded: cancel the order instead, which puts the value back on the gift card. Cancelling also puts back any gift card balance used on an order paid partly by card.