# Refund an order > Send money back to a customer, in full or in part, from the order page. Card and PayPal payments go back automatically, a gift card gets its balance back, and for a bank transfer or cash payment you send the money yourself and Shoprocket records it. Help Centre / Orders and customers - Updated 29 October 2026 Refunds start on the order. You choose how much to send back, and Shoprocket sends it back the way the customer paid: to their card or PayPal account through your payment provider, onto the gift card they used, or, for a payment you took outside Shoprocket, by recording the refund you send yourself. ## Before you begin - The **Refund** button appears once the order has money that can still be sent back. An unpaid order has nothing to refund. To call off an unpaid order, cancel it instead (see [Cancel an order](https://v3.shoprocket.io/help/cancel-an-order.md)). - To refund, your role on the team must let you refund orders. ## Refund an order 1. Go to **Orders** and open the order. 2. Click **Refund** at the top of the page. 3. The **Amount** starts at everything that can still be refunded. Leave it for a full refund, or type a smaller amount for a partial one, for example `8.50` for one bag of beans out of three. 4. Add a **Reason** if you want to, such as "Bag arrived split". You see it on the order, the customer sees it in their refund email, and it is passed to your payment provider where it accepts one. 5. If the items have already shipped and are coming back to your shelf, switch on **Restock items** (see below). 6. Leave **Notify customer by email** ticked to email the customer, or untick it. 7. Click the **Refund** button, which shows the amount, for example **Refund $8.50**. ![The Refund order drawer with $8.50 entered, the reason Bag arrived split, Restock items off and Notify customer by email ticked](https://v3.shoprocket.io/img/help/refund-an-order/refund-drawer.webp) The refund appears on the order's **Payment** card, and the order's payment status changes to **Partial refund** or **Refunded**. You can refund the same order more than once, up to what was paid. ## Where the money goes **Card, PayPal and other online payments.** Shoprocket asks your payment provider to send the money back to the card or account the customer paid with. Most refunds go through straight away. Some providers take longer to confirm, and the payment shows **Refund in progress** until they do. The customer's bank can take a few more days to show it on their statement. **A gift card.** The refunded amount goes back onto the gift card's balance, ready to spend again. If the customer paid with a gift card and a card together, a partial refund comes off the gift card first, then off the card. **A payment taken outside Shoprocket.** For a bank transfer, cash on delivery or any order you marked as paid, there is nothing for Shoprocket to send the money through. When you click **Refund**, the drawer says **You need to send this money yourself**, lists the amount and why. Send it to the customer yourself, then click **I've sent it - record the refund**. This records the refund on the order. It doesn't move any money. ![The Refund order drawer showing You need to send this money yourself, with $8.50 as an offline payment and the I've sent it - record the refund button](https://v3.shoprocket.io/img/help/refund-an-order/manual-refund.webp) The same step appears for a payment provider that has no way to refund automatically, such as crypto payments, and for orders paid before your store moved to this version of Shoprocket. Refund those in the payment provider's own dashboard, then record them here. A refund you make in your Stripe or PayPal dashboard instead of here still shows up on the order by itself. The customer isn't emailed about it. ## Restock items **Restock items** puts the order's shipped units back into your stock count. It only appears once something on the order has shipped, because before that nothing has left your shelf. It restocks every unit the order has shipped, whatever amount you refund. So: - For a full refund where everything is coming back, switch it on. - For damaged goods you will throw away, leave it off. - When only some items are coming back, leave it off and record a **Return** on the order instead. A return lets you say how many of each item arrived and whether each goes back on the shelf. See [Track stock and inventory](https://v3.shoprocket.io/help/track-stock-and-inventory.md). ## What your customer gets With **Notify customer by email** ticked, the customer gets an email from your store once the refund goes through. Its subject is "Your Aurora Coffee Co order #1042 has been refunded" for a full refund, or "$8.50 refunded on your Aurora Coffee Co order #1042" for a partial one. It says how much was refunded and where it went, your reason if you gave one, and a reminder that their bank can take 5 to 10 business days to show it. For a refund you are sending yourself, the email says you are sending the money back by hand, so the customer knows to expect it from you rather than on their card. ![The partial refund email: $8.50 refunded on the order, a line saying the store is sending it back by hand, the reason, and a View your order button](https://v3.shoprocket.io/img/help/refund-an-order/refund-email.webp) Click **Preview** beside **Notify customer by email** to see this email with sample details. ## Questions **Does refunding an order cancel it?** No. A refunded order stays open, so you can still ship it if you want to. To stop an order that hasn't shipped and refund it in one go, cancel it with its refund switched on. See [Cancel an order](https://v3.shoprocket.io/help/cancel-an-order.md). **Can I refund more than the customer paid?** No. The **Amount** can't go above what is still refundable, which the drawer shows at the top. **Does a refund adjust my invoice?** If the order has a tax invoice, a refund issues a credit note against it. It is listed with the invoice on the order's **Payment** card. **Can I undo a refund?** No. Once the money has gone back, it can't be taken again. Check the amount before you click **Refund**. ## Related - [Cancel an order](https://v3.shoprocket.io/help/cancel-an-order.md) - [Find and manage your orders](https://v3.shoprocket.io/help/manage-orders.md) - [Fulfil and ship orders](https://v3.shoprocket.io/help/fulfil-and-ship-orders.md) - [Gift cards](https://v3.shoprocket.io/help/gift-cards.md) - [Track stock and inventory](https://v3.shoprocket.io/help/track-stock-and-inventory.md) - [Choose a payment gateway](https://v3.shoprocket.io/help/choose-a-payment-gateway.md) [Open Orders in your dashboard](https://app-v3.shoprocket.io/go/orders) --- - HTML version: https://v3.shoprocket.io/help/refund-an-order - Language: English (en) - Also in: [العربية](https://v3.shoprocket.io/ar/help/refund-an-order.md), [Deutsch](https://v3.shoprocket.io/de/hilfe/eine-bestellung-erstatten.md), [Ελληνικά](https://v3.shoprocket.io/el/help/refund-an-order.md), [Español](https://v3.shoprocket.io/es/ayuda/reembolsa-un-pedido.md), [Français](https://v3.shoprocket.io/fr/aide/rembourser-une-commande.md), [עברית](https://v3.shoprocket.io/he/help/refund-an-order.md), [हिन्दी](https://v3.shoprocket.io/hi/help/refund-an-order.md), [Bahasa Indonesia](https://v3.shoprocket.io/id/bantuan/kembalikan-dana-pesanan.md), [Italiano](https://v3.shoprocket.io/it/aiuto/rimborsare-un-ordine.md), [日本語](https://v3.shoprocket.io/ja/help/refund-an-order.md), [Lietuvių](https://v3.shoprocket.io/lt/pagalba/grazinkite-pinigus-uz-uzsakyma.md), [Norsk](https://v3.shoprocket.io/nb/hjelp/refunder-en-bestilling.md), [Nederlands](https://v3.shoprocket.io/nl/hulp/een-bestelling-terugbetalen.md), [Polski](https://v3.shoprocket.io/pl/pomoc/zwroc-pieniadze-za-zamowienie.md), [Português](https://v3.shoprocket.io/pt/ajuda/reembolsar-um-pedido.md), [Română](https://v3.shoprocket.io/ro/ajutor/ramburseaza-o-comanda.md), [Русский](https://v3.shoprocket.io/ru/help/refund-an-order.md), [ไทย](https://v3.shoprocket.io/th/help/refund-an-order.md), [Türkçe](https://v3.shoprocket.io/tr/yardim/bir-siparisi-iade-edin.md), [中文](https://v3.shoprocket.io/zh/help/refund-an-order.md)