Refunds and store credit

Refunds come from cancellations and returns you approve on Orders → Returns. How each one is paid follows your returns policy.

Three ways a refund is paid#

Back to the original payment method#

For orders paid online, the refund is sent through the same gateway, to the customer's card, UPI or bank account. This works with Razorpay, PhonePe, Cashfree, PayU, Paytm, Stripe and PayPal. The money usually reaches the customer in 5–7 working days, depending on their bank.

CCAvenue refunds cannot be sent from your admin: refund in the CCAvenue dashboard, then record it as a manual refund.

If the gateway refuses the refund and If the gateway fails: Fall back to a manual refund is on, it becomes a manual refund for you to pay.

Manually#

You pay the customer yourself — by UPI or bank transfer — then record it: on the request, enter the UTR (the transaction reference) and select Mark paid. Cash-on-delivery orders are always refunded this way, as there is no online payment to reverse.

As store credit#

The amount is added to the customer's store credit balance, to spend on their next order. Store credit must be switched on in your policy (Enable store credit), with an optional Validity (days).

How customers use store credit#

Signed-in customers with a balance can choose to use it at checkout. It is taken off what they pay, up to the order total. If credit covers the whole order, no payment method is needed and the order is confirmed straight away. If an order paid with credit is cancelled, the credit is returned.

Store credit belongs to a customer account — guests checking out without an account cannot receive or spend it.

What is refunded#

The request shows the breakdown before you pay:

• Goods — the items' price, their share of any discount, and their GST.
• Shipping refunded — when your policy refunds shipping on cancellations or returns.
• Deductions — the return shipping fee and restocking fee your policy sets.
• Refund due — what the customer gets.

Checking a refund#

• Gateway refunds — select Sync on the refund to fetch its latest state from the gateway.
• Manual refunds — the UTR you entered is shown with the refund.
• The customer sees the refund on their order — Refund (if any) — with the amount.