How do I refund an order or handle a return?
Refund from the order page in the Refund card. For a return, approve the request, mark what arrived, then settle it as a refund, store credit or an exchange.
Step by step
- To refund money: open the paid order and find the Refund card. Choose Refund this order (or Record a refund when your payment provider cannot refund from Waise).
- Enter the Amount to refund. The full amount marks the order refunded and takes it out of revenue. A smaller amount is a partial refund.
- Optional: write a Reason, and under What goes back to stock choose the units that return to your shelf.
- Choose where the refund goes: The original payment method, or Store credit (a gift card for the customer).
- Leave Email the customer "Refund issued" ticked if you want them told.
- Choose Confirm the refund and confirm the amount. The money goes to the customer right away and this cannot be undone.
Which payment providers refund from Waise
Stripe, PayPal and Grow refund the customer's card from the Refund card. Waise asks the provider first, and records nothing if the provider says no. For any other provider, the card says it only records the refund, and you send the money in the provider's own screen.
Tip Already refunded in your provider's dashboard? Paste its reference number in the field for the provider's refund reference. Waise then only records it and sends no second refund. A refund made in the Stripe dashboard is also recorded in Waise on its own.
You need permission to manage payments to refund. The card appears only on paid orders.
Returns
Customers can ask for a return from their order page. Requests appear under Sales → Shipping → Returns, with the statuses New request, Approved, Rejected, Instructions sent, Received, Handled and Closed. Open one to work on it from the order.
- Read the request: the items, the reason and what the customer prefers (refund, exchange or store credit), and any photos.
- Choose Approve return, or Reject. A message to the customer is required when you reject.
- Under How the customer sends it, choose Book a return shipment (label / pickup) or send instructions on where to send it and what to put in the box.
- When the parcel arrives, choose Mark received and restock. For each item, say what arrived and how many units go back to stock.
- Under Settle the return, choose Refund, Store credit, or Exchange (no refund). You can keep the return shipping cost if the shop sent the label. Or choose Close without going further.
Every step is written in the order's history, and the customer gets an email. To set the return window and who pays for return shipping, see Set your return rules.
Questions
Does cancelling an order refund it?
No. Cancelling puts the stock back and tells the customer. If the order was paid, refund it in the Refund card. See Cancel an order.
What happens to a gift card the customer bought in the order?
Gift cards that the order sold are closed with the refund, and only the unused balance is returned. What was already spent stays spent.
Updated