Help Centre / Sales & Checkout
Refund a sale
Use the original sale wherever possible so the refund stays linked to the transaction being reversed.
Tip: Refund behaviour can differ by payment provider and merchant setup.
1
Find the original transaction
Locate the original order or receipt in transaction history.
2
Confirm what is being refunded
Check the customer, item, quantity and amount and follow your business refund policy.
3
Start the refund or return
Use the refund/return workflow for the original transaction instead of creating an unrelated negative sale.
4
Use the correct payment method
Follow the provider or terminal refund process where required.
5
Confirm completion
Check that the refund is recorded and any stock/reporting impact is correct.