Option 1 - Canceling an entire order
This should be used when looking to refund the entire order and return stock to your current inventory.
**Very Important**—If you just need to refund a portion of the order you can read more about that below. Partial refunds should be done using the Edit Order feature or in the Billing section of the order details page.
When you are on the order details page, in the upper right you will see the “Actions” drop down menu, with an option for “Cancel this Order”. A window will appear which provides options, which you can then select/unselect if need be.
“Cancel order in total and restore inventory” will mark the shipping status of the order to “Cancelled” and will then return the number of products on the order back in to your existing inventory.
“Refund full amount to customer’s payment method” will refund the customer for the total amount of the order (products, shipping, taxes).
"Fraudulent Transaction?" will flag the order as fraud in Offset and flag the transaction in Stripe.
“Send cancellation email to customer” will do just that. You can see what the order cancellation email says on the Settings>Transactional Emails page.
"Cancellation Info:" provides a drop down with reasons for cancelling the order. You can add more reasons on the Settings>Configurations page.
Option 2 - Partial refunds to an order
You can use the Edit Order feature to remove some, but not all products from an order and process a partial refund. The Edit Order feature can also help with refunds or charging differences after changing a shipping method or shipping address. When you adjust products quantities, change a shipping method, or change a shipping address, the Edit Order feature will automatically calculate the differences in product totals, shipping costs, and sales taxes to process a refund (or subsequent charge if totals have increased).
Another partial refund scenario, let's say a customer paid for overnight shipping, the package did not arrive in time for an event, and you wanted to refund their shipping charge. In the Billing section of an order details page you will see an "Issue Refund" button. Click that and a window will appear that will allow you to issue refunds to the Shipping cell.
Or if a bottle was broken in transit or was corked, this feature allows you the option to refund the retail price of that one bottle, a portion of the associated sales tax, and a portion of the shipping costs, without removing the bottle from the order.
Once you populate the cells with the dollar amounts click the “Issue Refund” button in the window.
**Very Important**—Do not cancel an entire order through this process. You can learn more about canceling an entire order in the top section of this article.
**Very Important**—Please be aware that partial refunds to orders with multiple transactions have to be carried out in concert. You can see a list of the transactions that have taken place in the Billing section of the order details page.
A scenario...you have one transaction for the purchase of the product and then a second transaction to apply a shipping charge (because the customer decided later not to pickup the order). Now, if that customer then does pickup the order and you have to refund the shipping charge, you cannot perform that refund to the first transaction. You have to apply that refund to the second transaction where the shipping charge was added to the order.
Another scenario...if you have an original order transaction and a wish grant transaction. Partial refunds to a particular portion of the order will have to be completed in the corresponding transaction.
Refunds appear to a customer credit card in 4-5 business days.