Refunding an order
In this article:
Introduction
Payment gateway refund
Manual refund
1. Introduction
There might be some circumstances that you need to make a refund to the customer. To refund an order, you may come to order details page > click on Refund button.
There are two available refund methods:
Payment Gateway Refund - Process the refund directly through the payment gateway.
Manual Refund - Process the refund manually via bank transfer, e-wallet, or other methods.
2. Payment gateway refund
When selecting Payment Gateway Refund, the amount will be automatically refunded to the customer via the payment gateway.
During the refund process, the system will prompt you to:
Provide a Refund Reason (required).
Choose whether to Notify the Customer about the refund via email (Email template: Admin > Settings > Templates > Order Refund).
Decide if you want to Restock the refunded item back into inventory (only applicable if 'EasyStore tracks inventory of this product' is enabled). If selected, the order Fulfillment Status will update to Restocked after the refund.
Specify the Restock Quantity if applicable.
📌 Note: Currently, only orders paid via the following payment gateways support automatic refunds:
Razer Merchant Services (RMS)
Stripe
PayPal
GrabPay
Atome
3. Manual refund
For orders paid via manual payment methods or those that do not support payment gateway refunds, you can process a manual refund.
📌 Note: A manual refund is for record-keeping purposes only and does not process the actual monetary refund through the bank or payment gateway. You will need to coordinate directly with the customer, bank, or payment provider to complete the refund.
Manual refunds are categorized into two types:
Amount – Refund a specific amount to the customer.
Credit – Issue store credit for future purchases.
3.1 Amount
If you choose Amount, you will need to coordinate with the customer to process the refund using their preferred payment method, such as manual bank transfer, QR transfer, etc.
3.2 Credit
If you choose Credit, the refunded amount will be issued as store credits or shown as credit balance, which the customer can use for future purchases.
Updated on: 26/02/2025
Thank you!