How do I refund a customer's order?

Refunds are issued from the order in the admin. KahunaCart asks the payment provider that took the payment to send the money back.

1. Open KahunaCart → Orders and open the order.
2. Click Refund…. On a provider that only does full refunds, the button reads Refund {amount} instead.
3. Set a quantity on each line that came back, and a shipping amount if postage is going back too.
4. Tick Restock returned items to put the units back on the shelf.
5. Enter a Reason for your own records. The customer never sees it.
6. Click Refund.

Whether the customer is emailed follows the Notify customer tick above the order's buttons.

The refund says it is waiting for the provider

Many providers accept a refund and confirm it later. The message reads Refund submitted — waiting for the provider to confirm it. The refund stays awaiting confirmation until the provider's webhook arrives, and nothing is reversed or emailed until then. If it never confirms, see Payment webhooks aren't arriving.

There is no refund button

The provider that took the payment cannot refund automatically. This is what an offline order shows. Refund the customer yourself, through your bank or the provider's own dashboard.

More detail

• Orders and the admin → Refund an order