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Refunding Orders

What happens when you need to refund an order?

If the order is new and needs to be cancelled and refunded, review our article on cancelling new orders first.

Important Reminders About Refunds

  • You can issue either full refunds or partial refunds.

  • ⚠️ The refund process and eligibility depend on the payment method or gateway used by the customer.

Full Refund Process

  1. Cancel the order using the In-Store Merchant App (for new orders).
  2. Log into your Shopify Store and go to Orders.
  3. Select the order to refund and click Refund.
  4. Enter the full quantity of items to refund.
  5. (Optional) Add the shipping amount to the refund.
  6. (Optional) Provide a reason for the refund.
  7. Click Refund to complete.

Partial Refund Process

  1. Cancel the order using the In-Store Merchant App (for new orders).

  2. Log into your Shopify Store and go to Orders.

  3. Select the order to refund and click Refund.

  4. Enter the quantity of items to refund (leave as 0 if not refunding).

  5. (Optional) Add the shipping amount to the refund.

  6. (Optional) Provide a reason for the refund.

  7. Click Refund to complete.

⚠️ Always check with your payment provider if automatic refunding is supported.

Read more about refunding orders here

Which Payment Gateways Support Automatic Refunds?

✅ Automatically Refunds via Shopify:

  • PayMongo (Credit/Debit Card, GCash)

❌ Does NOT Support Automatic Refunds via Shopify:

  • Dragonpay

  • PayMaya

❌ Manual Refund Required:

  • Bank Transfer

  • Cash on Delivery (COD)

Note: If your provider is not listed, please confirm directly with them. This information may change without notice.

Automatic Refund Timelines

Payment Method Eligibility Window Supports Time to Reflect
Credit/Debit Card 60 days Partial & Full* Up to 30 days
GCash 180 days Partial & Full Within 24 hours
GrabPay - Full only Within 24 hours
Maya 12 months Full only Within 24 hours
BPI Online Banking 30 days Partial & Full Min. 3 banking days (by request)
UBP Online Banking - Full only Min. 2 banking days (by request)
Atome 60 days Partial & Full Within 7 days
BillEase 60 days Partial & Full Within 24 hours

*Installment payments may only be eligible for full refunds.

Manual Refund Instructions

If your payment method does not support automatic refunds:

  1. Cancel the order and follow the usual refund steps in Shopify.

  2. Coordinate with the customer on how to return the funds.

Common Manual Refund Methods:

  • Bank deposit

  • GCash transfer

  • Cash (useful for partial refunds during delivery)

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