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How to Refund on Shopify
To refund a customer on Shopify:
- Shopify Admin → Orders
- Click the order you want to refund
- Click “Refund” button
- Select items to refund OR enter custom amount
- Choose whether to restock items
- Click “Refund $XX.XX”
✔️ Done! Shopify records the refund when you submit it. For Shopify Payments, the status can remain pending for up to 2 business days, and the customer’s bank can take up to 10 business days to post the funds.
Table of Contents
- How to Issue a Full Refund
- How to Issue a Partial Refund
- How to Refund Shipping
- How to Refund Without Restocking
- How Long Do Shopify Refunds Take?
- How Refunds Appear in Reports & Payouts
- Troubleshooting Refund Issues
- Best Practices
- FAQ
How to Issue a Full Refund on Shopify
A full refund returns the entire order amount to the customer.
Step-by-Step Instructions
Step 1: Navigate to the Order
- Log in to your Shopify admin
- Click Orders in the left sidebar
- Find and click the order to refund
Step 2: Open Refund Screen
- Click the “Refund” button (top right)
- Wait for refund interface to load
Step 3: Select Items
- Quantities auto-populate for full refund
- Verify the refund amount = order total
Step 4: Restock Decision
✔️ Check “Restock items” if:
- Items being returned
- Items are resellable
❌ Uncheck if:
- Items damaged
- Customer keeping items
- Custom/made-to-order items
Step 5: Add Details
- Select refund reason from dropdown
- Keep “Send notification” checked (recommended)
- Add internal notes if needed
Step 6: Process
- Review all details
- Click “Refund $XXX.XX”
- Confirmation appears
✔️ Refund complete!
How to Issue a Partial Refund on Shopify
A partial refund returns only part of the order amount.
When to Use Partial Refunds
- Customer returns some items (not all)
- Compensation for issues (late delivery, minor damage)
- Price adjustments or corrections
- Goodwill gestures
Quick Steps
- Open order → Click “Refund”
- Adjust quantities (refund specific items) OR enter custom amount
- Choose restock option
- Click “Refund $XX.XX”
Example Scenarios
Scenario 1: Single Item Return
- Order: $200 (3 items: $80 + $60 + $60)
- Return: $60 item only
- Action: Set that item quantity to 1, others to 0
- Result: $60 refund
Scenario 2: Compensation
- Order: $150 total
- Issue: Late delivery
- Action: Enter $15 custom amount (leave quantities at 0)
- Result: $15 refund, customer keeps everything
For more complex partial refund scenarios, check out our complete guide on Shopify Partial Refund in 5 Steps (2026 Guide)
How to Refund Shipping on Shopify
Option 1: Refund Shipping with Full Order
- Follow full refund steps
- In “Refund shipping” section, enter shipping amount
- Shopify adds to total refund
- Process
Example:
- Items: $100 + Shipping: $15 + Tax: $10
- Total refund: $125
Option 2: Refund Shipping Only
- Open order → Click “Refund”
- Set all item quantities to 0
- Enter shipping cost in “Refund amount” field
- Add reason: “Shipping refund”
- Process
Result: Customer gets shipping refund, keeps items.
When to Refund Shipping
✔️ Refund shipping when:
- Order cancelled before shipment
- Package lost by carrier
- Significant delays
- Overcharged for shipping
❌ Don’t refund when:
- Successfully delivered on time
- Customer changed mind after delivery
- Policy states “shipping non-refundable”
How to Refund Without Restocking Items
When you need this:
- Item damaged (can’t resell)
- Customer keeps item (compensation)
- Custom/personalized items
- Perishable items
Steps
- Follow normal refund process
- Uncheck “Restock items” checkbox
- Process refund
Result:
- ✔️ Customer gets money back
- ❌ Inventory stays the same
How Long Do Shopify Refunds Take?
Shopify records the refund when you submit it in Admin. With Shopify Payments, the refund can show as pending for up to 2 business days. After processing, the customer’s bank can take up to 10 business days to post the funds. Other payment providers set their own timing.
Timeline Breakdown
| Stage | What happens |
|---|---|
| Refund submitted | Shopify records the refund in the order timeline when you submit it. |
| Shopify Payments pending | The status can remain pending for up to 2 business days. |
| Bank posting | The customer’s bank can take up to 10 business days to make the funds available. |
What to Tell Customers
“Your refund of [amount] was submitted on [date]. Shopify Payments may show it as pending for up to 2 business days, and your bank can take up to 10 business days to post it. If it hasn’t appeared after that, contact your bank. I can share the ARN if one is available.” Use the relevant provider’s timeframe for payments outside Shopify Payments.
How Refunds Appear in Financial Reports and Payouts
Shopify Payments deducts the refunded amount from your next available payout. Check the order timeline and payout details to track the refund and reconcile the amount. If your Shopify Payments balance is negative, refunds can remain pending until the balance is cleared. For other providers, check their current status and settlement details.
Refunds and Payouts Move on Different Timelines
The order timeline shows the refund activity. With Shopify Payments, the refunded amount is deducted from the next available payout, while the customer’s bank may still be processing the credit. A payout date and the date funds appear to the customer are different checkpoints.
Reconcile by Order and Payout
Use the order timeline to confirm what was refunded, then compare the amount with Shopify Payments payout details. If the balance is negative or the refund remains pending, check the balance and pending-refund guidance before telling the customer the funds have arrived.
Troubleshooting Refund Issues
The refund fails or the button is unavailable
Review the order timeline and payment status. Possible causes include a transaction that can’t be refunded, an amount already refunded, an open dispute, or an error from the payment provider. Follow the error details and check the provider’s dashboard or support guidance when using a third-party provider.
The customer hasn’t received the refund
With Shopify Payments, a refund can remain pending for up to 2 business days, and the customer’s bank can take up to 10 business days to post it. Check the order timeline and Shopify Payments balance. When available, share the ARN in the refund details so the customer’s bank can trace the transaction.
Inventory wasn’t restocked
Check whether you selected the restock option when submitting the refund and whether inventory is managed at the expected location.
Refund Still Pending
For Shopify Payments, check whether the refund has been pending longer than 2 business days and whether your account has a negative balance. If the status is still pending or failed, follow Shopify’s current troubleshooting guidance. For Visa or Mastercard refunds, an ARN may be available in the order timeline to help the customer’s bank trace the transaction.
Best Practices for Managing Refunds
State your policy clearly
Explain which items are refundable, the applicable time and condition requirements, and who pays return shipping. Keep the same information in your store and customer communications.
Explain the refund timeline accurately
Distinguish submitting a refund from the provider or bank posting the funds. For Shopify Payments, a refund can remain pending for up to 2 business days, and the bank can take up to 10 business days to post the funds. Use the payment provider’s current timing for other methods.
Keep useful records
Record return reasons and keep relevant customer messages, shipping evidence, and refund details with the order. Before issuing a partial refund or offering store credit, explain the amount, terms, and payment method to the customer.
Create a Return Before Refunding Returned Items
If the customer is sending items back, create the return and select its reason before issuing the refund. Shopify doesn’t let you create a return after a refund has been issued. Keep the return reason distinct from the internal refund note; the note isn’t used as a return reason in reports.
FAQ: How to Refund on Shopify
How do I refund a customer on Shopify?
In Shopify Admin, open the order, select Refund, review the items and amount, and submit the refund.
How long do Shopify refunds take?
With Shopify Payments, a refund can remain pending for up to 2 business days. The customer’s bank can then take up to 10 business days to post the funds. Other providers set their own timing.
Can I issue a partial refund or refund only shipping?
Yes. Select the items or enter the amount to refund, then review the summary before submitting. Previous refunds reduce the remaining refundable amount.
Does Shopify refund payment fees?
Shopify Payments doesn’t return the original credit-card processing fee. Fees and any transaction-fee credits for other providers depend on the provider, store location, and Shopify’s applicable fee rules.
Can customers request refunds themselves?
The refund flow in Shopify Admin is merchant-initiated. Revize lets customers edit eligible orders or cancel them before fulfillment and within the merchant-set window; Shopify processes the associated cancellation refund.
Can I issue more than one partial refund?
Yes. You can submit additional partial refunds until the total reaches the amount available to refund. Previous refunds reduce that remaining amount.
Can I refund only the shipping charge?
Yes, up to the available shipping amount. Shopify doesn’t allow a shipping refund when an order-level free-shipping discount was applied.
Can I cancel or reverse a refund after submitting it?
No. Shopify states that a refund can’t be canceled or reversed after you initiate it. Check the amount and payment method before submitting.
Can I refund an order without creating a return?
Yes. A refund can be issued without a return, but you can’t create the return afterward. If the customer is sending items back, create the return first.
How is a partial refund split when the order used a gift card and another payment method?
Shopify suggests applying the gift-card portion first, then the remaining amount to the other payment method. You can adjust the suggested split up to each method’s available amount.
What if the customer no longer has the card used for payment?
The customer’s bank or card issuer handles a refund to an expired or canceled card. Check the order timeline for an ARN when available and ask the customer to contact the bank.
Customer Order Changes and Cancellations with Revize
Revize lets customers edit eligible orders or cancel them before fulfillment and within a merchant-set window. Shopify processes the refund associated with an eligible cancellation. Store-credit refunds, adding products, and switching to a different product are Pro features.
92.2% of order changes are completed by shoppers without agent involvement (Revize, 2026).
Revize on the Shopify App Store offers a 7-day Starter trial and a 14-day Pro trial for testing your store’s pre-fulfillment editing and refund workflow.
Conclusion
Before submitting a refund, confirm the available amount, payment method, and restock choice. Explain the relevant provider’s posting time and record the refund against the order so support and finance can reconcile it.
Use the order timeline and payout details to check status. For other payment providers, follow their current guidance.
For pre-fulfillment changes, test the customer-editing flow separately from your post-delivery return process, including how the refund reaches Shopify and how fulfillment is released.
Related reading: Shopify Order Editing Statistics (2026) · How to Let Customers Edit Their Own Orders on Shopify (2026)