To void or refund an order, you first need to find it, and access the order detail page.
If you want to void the order with no refund, click the icon with the red X. This leaves the payment as valid, which you can then apply to another order. See also: Payment Transfers
To void an order and issue a refund, click the icon with the negated dollar symbol.
If these icons do not appear, your account may not have permission. If you need it granted, let us know.
You will see this dialogue:
Under "Method," you have the following options:
- Card (if applicable)
For refunds, we encourage you to use the original payment method.
If you try to refund by card and receive an error, then you need to refund by check.
Some obvious causes:
- Too much time has elapsed since the original charge.
- The payment card account is closed.
If the error is confusing, we suggest that you enter the error message in an online search, or contact your merchant account representative.
If you check the box labelled "Virtual CC refund," then our system will not actually connect to the merchant account. It will record a refund in order details and in financial reports, but will not perform one in reality.
This is useful in certain unusual circumstances that would otherwise cause accounting anomalies.