Order refund

In the Genstore admin, you can issue a refund for the entire order or specific items. The refund will return the funds to the customer, and you can choose to process the refund without creating a return. However, once the refund is issued, you can no longer create a return. You can also send the customer a notification email during the refund process.

TIP

Refunds are returned to the original payment method only. If the customer no longer uses that payment method, they will need to contact the bank or payment provider to receive their refund.

Full order refund

You can issue a full refund for all items in the order. When issuing a full refund, you can adjust the refund amount manually, including return handling fees, return shipping costs, and any other charges (such as shipping or taxes). Here’s how to do it:

1. Log in to the Genstore merchant admin and click Orders.
2. Click on the order you want to refund to go to the Order details page.
3. Click the Refund button in the top-right corner.
4. Enter the quantity of items to be refunded.
5. To refund the shipping cost, edit the amount in the Refund amount section.
6. In the Refund reason section, provide a reason for the refund. This reason will be shown to the customer.
7. If you want to send a notification email to the customer, check the Notify the customer box.
8. Click Refund to process the refund.
9. Once the refund is completed, the customer will receive a notification and can view the refund details in their order.

Partial refund

You can issue a partial refund for some items in the order. You can issue multiple partial refunds until the total refund amount matches the original order value. After issuing a partial refund, the order status will change to Partial refund. Here’s how to do it:

1. Log in to the Genstore merchant admin and click Orders.
2. Click on the order you want to refund to go to the Order details page.
3. Click the Refund button in the top-right corner.
4. Enter the quantity of items to be refunded. If no refund is needed for an item, set the quantity to 0.
5. To refund the shipping cost, edit the amount in the Refund amount section.
6. In the Refund reason section, enter the reason for the refund. This will be displayed to the customer.
7. If you want to send a notification email to the customer, check the Notify the customer box.
8. Click Refund to complete the partial refund process, making sure the total refund doesn’t exceed the original order amount.