About this guide
This guide walks store staff through processing a refund for an online order in Shopify. Refunds are processed through Stitch Express and returned to the customer’s original payment method.
Process the refund in Shopify
This guide walks store staff through processing a refund for an online order in Shopify. Refunds are processed through Stitch Express and returned to the customer’s original payment method.
Search for the order on Shopify
Search for the customer’s online order using the order number, customer name, or other identifying details.
Use global Search (⌘K) to find orders by number, customer, or email.
Segments
Verify payment was processed by Stitch Express
In the order details, confirm the payment gateway shows “Stitch Express”. Only Stitch Express orders can be refunded through this process.
Notes✎
Customer
Contact
Shipping address
123 Main Road
Cape Town
Western Cape, 1234
South Africa
Tap the Refund button
Tap the “Refund” button at the top of the order page to begin the refund process. It sits in the header next to Edit and More.
Notes✎
Customer
Contact
Shipping address
123 Main Road
Cape Town
Western Cape, 1234
South Africa
Enter a reason and refund amount
Select a reason from the dropdown (e.g. “Return”) and enter the refund amount. Partial refunds are supported — any amount up to the full order total.
Summary
Tap Refund to confirm
Review the refund details and tap “Refund” to process. The customer receives an email notification once the refund is finalised.
Summary
Check the order timeline
The order timeline updates with the refund transaction. Confirm amount, payment ID, gateway, and timestamp.
Order risk
Tags✎
Verify the refund status is “Success”
Ensure the refund status shows “Success” in the timeline. If not, an error reason appears — see Troubleshooting for common causes.
Order risk
Tags✎
Troubleshooting
If something fails, use the timeline message and your Stitch Express balance to diagnose — then contact support if needed.
- Insufficient funds — your Stitch Express balance must cover the refund before it can process.
- Processing error — the customer’s card may not be eligible (card type or expiry).
Key reminders
Partial refunds
You can refund any amount up to the original order total. Full refunds are not required.
Original payment method
Funds return to the card or bank account used at checkout. Settlement typically takes 3–12 working days.
Email notification
A refund notification is sent to the Stitch Express account holder as an additional confirmation.