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 three dot icon 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 it and will set the Refunded status for the respective order in your Websites 360 Shop App orders dashboard.