Refund an order
Give back some or all of a payment, by item or by amount. It goes back to the buyer’s card.
- In Orders, open the order.
- Choose Refund. On a phone it’s under ⋯, beside the order’s main button.
- Choose how to refund:
- Items: choose how many of each item to refund.
- An amount: enter the amount to give back.
- Choose a reason: The buyer asked, They were charged twice or The payment was fraudulent.
- Choose the Refund button. It shows the total you’re giving back.
You can refund an order more than once, up to what the buyer paid.
What happens next
We email the buyer that their refund is on its way. It usually reaches their card within 5 to 10 business days.
The order shows Refunded or Partly refunded, with each refund under Payment. If a refund doesn’t go through, the order says why and we email you.
Refunds and downloads
- Refunding items: an item you refund in full can’t be downloaded any more. The buyer keeps the rest.
- Refunding an amount: a smaller amount leaves their downloads as they are.
- Refunding everything: once your refunds add up to what the buyer paid, however you made them, the buyer can’t download anything on the order. The refund window says so before you confirm.
If a refund doesn’t go through, the buyer can download again.
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