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How Refunds Work

  • Refunds are returned to the customer’s original payment method
  • You can issue a full refund or a partial refund
  • You can refund selected items, tips, service charges, or a custom amount
  • Refunds cannot be reversed once processed
  • Refunds usually take 3–5 business days to appear in the customer’s account
  • Refunded amounts are reflected in your reports and payout calculations

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How to Refund an Order

1

Open Orders

From your storekit dashboard, go to Orders.
2

Check the Payment Status

Before issuing a refund, check that the order has been paid.Paid orders show a Paid status and the payment method used by the customer.
3

Open the Refund Window

In the payment section, click Refund.This opens the Refund Order window.
4

Choose What to Refund

In the refund window, choose what you want to refund.You can:
  • Select specific items
  • Adjust item quantities
  • Refund the service charge
  • Refund the tip
  • Refund the delivery fee
  • Toggle Full refund
  • Enter a custom Refund Amount
5

Select a Refund Reason

Use Select reason for refund to choose the reason for the refund.Only you and other staff can see this reason.
6

Process the Refund

Check the refund amount carefully, then click Refund.This action cannot be reversed.

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Refund Timing

Refunds are processed from storekit once confirmed, but they may not appear in the customer’s account immediately. Most refunds take 3–5 business days to clear, depending on the customer’s bank.

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How Refunds Affect Payouts

When a refund is processed, the refunded amount is deducted from the funds available for payout. If there is enough available balance, the refund is deducted from that balance. If the original payment has already been paid out, or there is not enough available balance, the refund may be deducted from a future payout instead.

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How Refunds Appear in Reports

Refunds are shown in your storekit reports so you can track money returned to customers and reconcile your payouts. Use your reports to check:
  • Which orders were refunded
  • Whether the refund was full or partial
  • The refund amount
  • The date the refund was processed
  • How the refund affected payout totals
Refunds cannot be reversed once processed. Check the payment, refund amount, and selected items carefully before confirming the refund.
Refunds usually take 3–5 business days to appear in the customer’s account, depending on their bank.
If a refund is issued after the original payment has already been paid out, the refunded amount may be deducted from a future payout.

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Refund Disputes & Transaction References

If a customer disputes a refund or claims they have not received it, you can use the transaction references available in your storekit dashboard to help resolve the issue.

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What references are available

When you view a refund in the order detail or in Analytics → Accounting → All Transactions, the following data is shown:
  • Transaction ID — the unique identifier for the refund in storekit
  • Acquirer Reference Number (ARN) — the reference assigned by the payment processor that tracks the refund through the card network. The customer’s bank can use this to locate the refund on their end
  • Refund status — whether the refund is pending, completed, or failed
  • Date — when the refund was processed
  • Amount — the refunded amount and currency

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Using the Acquirer Reference Number (ARN)

The ARN is the most useful reference when a customer’s bank cannot locate a refund. You can find the ARN on the refund transaction in the order detail or in the All Transactions report. Share the ARN with the customer so they can provide it to their bank. This allows the bank to trace the refund through the card network and confirm whether it has been received.

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Requesting a refund letter

If a customer needs written confirmation of a refund — for example, to share with their bank or for their own records — they can request a refund letter from storekit. Contact storekit support and we will provide a letter confirming the refund details.

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Troubleshooting

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The customer has not received their refund

Refunds can take 3–5 business days to appear in the customer’s account. If the refund has already been processed in storekit, ask the customer to allow this time for their bank to return the funds.

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My payout is lower than expected

Check whether any refunds, fees, or adjustments were deducted from the payout. Refunds processed before payout can reduce the amount paid out to your bank account.

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A refund was issued after the payout

If the original payment has already been paid out, the refund may be deducted from a future payout. Check your reports to confirm when the refund was processed and how it affected later payout totals.

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I only need to refund one item

Open the refund window and select the specific item you want to refund. You can also adjust the quantity if the customer ordered more than one of the same item.