Refund or exchange items on an order

Use refund and exchange when something needs to go back after the order has been placed. You choose what to refund or exchange for each item, check the totals, then confirm everything at once.

Before you start

Open the order. See Search for orders and view order details.
Select Refund items. Once any item has been handed over, the button reads Refund & exchange items.
This works at any stage, whether items are still in To pack, Packed or Waiting, or have been collected or posted. To refund an entire unfulfilled order in one go, see Cancel an order.

Refund items

On the workspace page, find the item and select Refund.
If you ordered more than one, set How many to refund. It starts at the full quantity.
Choose what happens to stock: Return item to stock (or Return items to stock), or Item can't go back (Some can't go back) if it can't be sold again. This choice applies to every unit in this refund. It doesn't appear for products that don't track stock.
Check Total refund, which includes any add-ons, then select Save.

The item shows Refunding N of M. Select Change to edit it, or Undo to remove it.

Bundles are refunded as a whole because their items are priced together. Select Refund all N, then choose Return items to stock or Some can't go back. If some can't go back, tick the individual parts that can't be sold again.

Exchange an item

Exchange appears only on items that have been handed over (collected or posted).

Select Exchange on the item. It is greyed out, with a note underneath, when the item can't be exchanged: it came from an earlier exchange, has no other options, or has add-ons.
Set How many to exchange.
Under Choose the replacement, pick the new options, for example a colour and size. Greyed options aren't available, have no stock, or cost more than the original.
Say what happens to the items coming back, then select Save exchange.

You can only swap to another option of the same product, and never to one that costs more. If the replacement is cheaper, the difference is refunded. Bundle items can't be exchanged.

Confirm

The Summary card shows how many items you are exchanging and refunding, and the amount going back to the original payment method. Nothing happens until you select Confirm and refund $X, or Confirm N exchange when no money moves.

After confirming, you return to the order and a message reports what was refunded. The refund is made as one payment for the total, not one per item. If the payment doesn't complete, the message says the refund was recorded but the payment didn't complete. Select Confirm again to retry it, and the customer is not refunded twice.

If you leave the page with staged changes, Shop asks Discard unsaved changes? Choose Keep editing or Discard changes.

What is refunded

Each item's price and its add-ons, for the quantity you choose.
The order fee is refunded only when your refund takes every remaining item off the order. The delivery charge is refunded at the same time, unless an item has already been posted. These show as extra rows in the Summary card.
Refunds go back to the original payment method, in the same way as a cancelled order. For Cash and Other tender orders, Shop records the refund but doesn't return any money, so you hand back the cash or refund through your own process. See Cancel an order.

Good to know

Refunding every item on an order that has already closed leaves it Closed. Only an order stopped before anything was handed over becomes Cancelled.
Exchanges where Some can't go back is set to fewer than all the items can't be confirmed yet. Choose all or none.
Parents are emailed after a refund or exchange. See Emails sent to parents.
For FlexiPOS orders, see Refund or cancel an order in FlexiPOS.