# Refunds and changes

Refund a whole order or part of one, put stock back, email the customer, and what happens in Stripe.

For: Everyone handling orders

## Refund in part or in full

Refund, inside an order or from its right-click menu, opens the refund. Choose how many of each line to refund, some or all of the delivery, and any extra amount such as a goodwill gesture, up to what is left to refund. Refund everything left fills it all in at once.

Each line shows how many are left to refund and what they are worth. When the order used a discount code, each line's share of the discount comes off, so the amounts are exactly what goes back.

Walkthrough: Choosing what to refund (Refunding an order)

1. **Line by line**: How many of each item to refund, with what is left to refund beside it.
2. **Delivery**: Some or all of what was paid for delivery.
3. **Any amount**: A goodwill gesture, up to what is left.
4. **Refund everything left**: Fills in every line and the delivery at once.
5. **A reason**: For your records. The customer never sees it.

1. Open the order and choose Refund.
2. Choose quantities, delivery or an amount.
3. Add a reason for your records.
4. Check the total, then choose Refund.

## Stock and the refund email

Put the stock back adds the refunded quantities back to stock so they can be sold again; it applies only when you refund items. Email the customer sends the refund email with the amount, if that email is switched on under Order emails.

The reason is kept in the order history and the customer never sees it. The summary shows what will be refunded and what is left afterwards.

Walkthrough: Before you confirm (Refunding an order)

1. **Put the stock back**: Refunded items go back on sale.
2. **Email the customer**: The refund email with the amount, if it is switched on.
3. **The sums**: What will be refunded, and what is left afterwards.
4. **Refund**: The money goes back to the card through Stripe. It cannot be undone.

Warning: A refund cannot be undone. Check the total before you confirm.

## Part refunded and Refunded

A refund of everything left makes the order Refunded, and it moves to the Refunded and cancelled column. Anything less makes it Part refunded: it stays in its stage, can still be sent, and can be refunded further.

Every refund is listed inside the order with what it covered, who made it, when, whether stock went back and the reason.

Walkthrough: Refunded orders on the board (The orders board)

1. **Find them**: Filter by Part refunded or Refunded under payment status.
2. **Part refunded stays put**: It keeps its stage and can still be sent. A full refund moves to Refunded and cancelled.

## What happens in Stripe

The money goes back through Stripe to the card the customer paid with, and the refund shows in your Stripe account as well as in the order.

If a buyer disputes a payment with their bank, the order notes it; reply to the dispute in your Stripe dashboard. A dispute never moves the order between stages.

## Cancelling an order

A paid order has no separate cancel button: refund everything left, put the stock back and email the customer, and the order becomes Refunded.

An order that was never paid is cancelled by itself once the payment page expires. It shows as Cancelled, and the cancellation email goes to the buyer if you have switched it on.

## Can I undo a refund?

No. A refund is final once Stripe has it, so check the total before you confirm.

## Does the customer see the reason?

No. The reason is kept in the order history for your team.

## Can I refund more than the customer paid?

No. Every amount is limited to what is left to refund on the order.

## Related guides

- [Orders](/help/shop/orders)
- [Order emails and documents](/help/shop/order-emails-and-documents)
- [Stock](/help/shop/stock)
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CubeSites is a trading name of Cube Systems Limited, part of Crushed Ice Group. Registered in England and Wales, company number 17220899. Registered office: Unit 11, Olney Business Park, Osier Way, Olney, Buckinghamshire, MK46 5FP. ICO registration number ZC216972.

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