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
For pre-orders, refunding does not free up the slot capacity — the order still counts against the slot. To reopen a pre-order slot, reject the order or move it to a different time. See Pre-orders for details.
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.
Refunding a Rejected Order
Rejecting an order does not refund it. The customer is told the order can’t be fulfilled, but their payment stays with you until someone issues a refund, so a rejected order needs the same manual refund as any other order. For a card order paid through storekit payments, the dashboard asks Do you want to refund the payment also? immediately after you reject it. Click Yes to open the Refund Order window and finish the refund there; click No and nothing is refunded. Orders paid another way — PayPal or a gift card, for example — never show that prompt. To check whether a rejected order has already been refunded, open the order and look at the Payment section:- A red count next to the payment method (for example “1 refund”) means at least one refund exists. Click the payment to expand it and the Refunds list shows each refund’s amount, reason, result and acquirer reference; a refund that did not go through is struck through and tagged Failed, so it did not reach the customer
- No count means nothing has been refunded yet — click Refund to issue one. Refund keeps working after an order is rejected
- If Refund is greyed out with the tooltip “Full amount already refunded”, the whole order has been refunded and there is nothing left to return
Understanding Partial Refund Display
After a partial refund is issued, the order’s line items and quantities remain unchanged — the original order details are preserved for record-keeping. The refund is shown as a separate financial adjustment, not by modifying line items. The order may display amounts in red or with strikethrough to indicate the refunded portion. This is expected behavior, not an error. To reconcile partial refunds:- In the sidebar, click Analytics to expand the section, then select Accounting. On the Accounting page, click Daily Summary where refunds are reflected in net totals
- View the individual order’s payment section which shows the full refund history
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.The Refund Email Customers Receive
When a refund succeeds, storekit emails the customer automatically. There is nothing to send by hand, and no dashboard setting turns this email on or off.- The subject is “Your order #CODE was refunded”, using the order’s code. For a Pay at Table bill payment the subject is “Your bill was refunded”
- It is sent from your store’s own name and email address, in the store’s language
- It shows your store logo and brand colour, the order code, the usual order summary with the Total, and a Refunded row with the refunded amount
- It is sent when the payment provider confirms the refund, not the moment you click Refund, so it can reach the customer shortly after you issue the refund
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.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 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.
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.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
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.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.Troubleshooting
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.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.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.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.Related
- Payment Links — create and manage payment links
- All Transactions Report — view payment and refund activity
- Fee Report & Daily Summary — review fees, revenue, and payout totals
- Managing Live Orders — handle incoming orders in real time