Give a refund

When a customer returns something or you give money back, record the refund on the order. PageShift keeps the amounts right in your reports, emails the customer and updates their invoice.

Record a refund

1. Go to Store → Store → Orders and find the order.
2. Click Details under the order number. The refund form is at the bottom of the details. It only shows on Paid and Fulfilled orders.
3. Type the Refund amount (1). It starts with the full amount left to refund. Type less for a partial refund.
4. Type a Note (2) if you like, for example "One kit returned unopened". The customer sees it.
5. Keep Email the buyer (3) ticked to send them a Refund processed email.
6. Click Record refund (4) and confirm.

The message reminds you to send the money back: "Refund recorded. Remember to send the money back in Bank transfer."

After the refund

• The details show Refunded: (1) with the amount, the date and your note.
• After a partial refund, the order stays Paid (or Fulfilled), and the form offers the amount that's left.
• When everything is refunded, the order becomes Refunded, and its invoice is titled "INVOICE (REFUNDED)".
• The customer's email says "Hi …, we have refunded $79.00 for your order." with your note.
• Store → Reports counts the refund in Refunds and Net for the period.
• If you use Finances, a money-out record is added; if the sale came through an affiliate, the commission is lowered or canceled.

You can't refund more than what's left, and the amount must be above zero.

Who can give refunds

Only people whose role has Orders: give refunds see the refund form. Administrators have it. The ready-made Sales Agent role doesn't: a Sales Agent can change order statuses but gets "Your role can't give refunds. Ask an administrator." You can add the permission in System → Roles (see Roles and permissions).