Refunds happen — a customer changed their mind, an item arrived damaged, or a service had to be cancelled. When in-dashboard refunds are enabled for your store, the flow is short and the money goes back through the same payment method.
Rolling out store by store
In-dashboard refunds are being switched on carefully. Today they are available on booking orders, and we are extending them to physical, digital, ticket, and membership orders. If the Refund Order sheet shows that refunds are temporarily disabled — or you do not see a refund action on your order — reach out to support and we will issue the refund for you.
Refund a booking order
- 1
Open the booking
In Orders > Bookings, find the booking you need to refund and open its detail sheet.
- 2
Open Refund Order
When the order is eligible, the Refund Order sheet opens with a clear summary of how much is available to refund and how much has already gone back.
- 3
Write a reason
Reason is required and free-form — for example, "Customer requested refund, item damaged, order cancelled". This is mainly for your own records and the order timeline.
- 4
Click Process Refund
The full available amount is refunded to the original card or wallet, and we email the customer a confirmation automatically. For partial refunds (returning only some items), contact support today — they are not yet self-serve.
When a refund cannot go through automatically
Sometimes the original payment cannot be reversed automatically — for example, very old payments, a closed merchant account, or a payment method that does not support refunds. In those cases the sheet shows a "Manual Refund Required" message and asks you to arrange the refund directly with the customer (for example, by EFT) instead.
Refunds cannot be undone
Once Process Refund completes, the money is on its way back to the customer's bank. Double-check the amount and the reason before you confirm — there is no rollback.
Frequently asked questions
How long do refunds take to appear?
Refunds usually show up on the customer's card within 3–10 business days, depending on their bank. We email the customer the moment the refund is processed on our side, so they know it is on the way.
Can I issue a partial refund?
Not from the in-dashboard Refund Order sheet today — it processes full refunds only. Itemized partial refunds will arrive as part of the wider rollout. Until then, reach out to support to refund a portion of an order.
Does refunding restore inventory?
On a full refund, your store attempts to put the items back into stock automatically. If something prevents that (for example, an itemized partial refund handled outside the sheet), you may see a yellow notice — adjust stock manually in that case from the Inventory page.
What happens to a digital download after refund?
The customer's download access is removed automatically. They no longer see the file in their account or in their original email link.