The Websites 360® Shop App can work with a number of different payment processors. Many of these processors handle refunding payments differently. As a result, if you're using a third-party processor like Stripe or PayPal, you'll need to refund orders directly from the dashboard of your payment processor. Click here to learn more.
However, Marketing 360® Payments was built from the ground up to integrate seamlessly with the Shop App and Marketing 360®. If you're using Marketing 360® Payments, just scroll down a couple lines and see how easy it is to issue refunds for any e-commerce purchase.
Refund a Purchase Made via Marketing 360® Payments
If your store uses the Marketing 360® Payments processor, you can easily refund any e-commerce purchase directly from your Marketing 360® Payments > E-Commerce dashboard.
Refunds can be issued for any successful transaction displayed on either the All Transactions or Paid tabs.
- Hover over the successful transaction.
- Click the vertical ellipses to the right of the status and select Refund Payment.
- Select your reason for issuing the refund.
Reason Description Duplicate The transaction was a duplicate of another successful transaction and should not be processed. Fraudulent Charge The transaction was marked as fraudulent by Stripe. Requested by Customer The customer has requested a refund of the transaction.
- Add More details about the refund if you'd like to include a note to the customer. (Optional)
Once the payment has been refunded, it will be automatically be updated with a Refunded payment status on your Websites 360® Shop App dashboard on the Orders page:
- Once the order is refunded, you will also need to update the fulfillment status on your Shop App orders dashboard with one of the following statuses:
Status Description Returned You shipped the product to the customer and they returned it. Will Not Deliver You refunded the purchase before shipping the product.
Refund a Purchase Made via a Third-Party Payment Processor
To refund purchases made via third-party payment processors, you will need to log in to your account on the payment processor's website and issue a refund from there.
If you issue a refund in PayPal or Stripe, your store will automatically sync up with refunded payments and will set the Refunded status for the respective order in your Websites 360® Shop App orders dashboard.