Payments and refunds

Payments lists the money your shop has received. A payment is recorded by the payment gateway that took the money, never by hand. From a payment's page you confirm a payment you received, refund it in full or in part, and follow every refund made on it. Start from Payments, under Orders & logistics in the main menu.

Find a payment and follow its status

1. Open the main menu and, under Orders & logistics, click Payments. The Overview tab counts the Payments received, the Pending payments and the Refunded payments of the period.
2. Click the All payments tab. To narrow the list, choose a status in the All statuses list.
3. To look for a precise payment, click the Search tab, type an order or transaction reference in Search by order or transaction reference, then click Search.
4. Click Detail at the end of the payment's row.

The payment's page opens on its Overview tab, with its Status, its Order and its Customer. The Amounts box shows the Gross amount, the Fees, the Net received and what was Refunded.

Tip — The payments of one order are also listed on the order's Payments tab. See Orders and returns.

Confirm a payment you received

1. Open the payment (see Find a payment and follow its status).
2. In the Payment box, click Confirm payment.
3. Check the Reference, the Amount and the Current status.
4. Click Confirm payment.

The message The payment has been confirmed. appears. The payment is marked as paid and a receipt is e-mailed to the customer when their address is known.

Note — Confirm payment is only offered on a payment that is still pending.

Refund a payment in full

1. Open the payment. Refund is offered on a paid payment.
2. In the Payment box, click Refund.
3. On Refund payment, check the Amount and what is Still refundable.
4. Under Full refund, choose a Reason: Full order, Out of delivery area, No service for this country or Out of stock.
5. Click Refund in full.

A message confirms the refund — for example The refund was issued through the gateway. when the money goes back through the payment gateway that took it. Once nothing is left to give back, the payment is marked as refunded.

Refund part of a payment

1. Open the payment, then in the Payment box click Refund.
2. Under Partial refund, enter the Amount to refund. The Amount refunded line shows what the customer gets back.
3. Click Refund this amount.

The refund is added to the payment's Refunds tab. A partial refund leaves the payment paid, so you can refund it again later, up to what is still refundable.

Note — If the amount is more than the payment still holds, the message That is more than this payment still has to give back. appears and nothing is refunded.

Tip — The same screen also offers Withheld refund, to give back everything except an Amount withheld (the shipping of a returned parcel, for instance), and Priority shipping refund, to give back the delivery charged on the order. If you already returned the money another way, use Already refunded elsewhere and click Record the refund: nothing is sent to the gateway.

Follow the refunds

1. Open the payment and click its Refunds tab. Each refund is listed with its Reason, Status, Amount and Gateway reference.
2. To see the refunds of your whole shop, open Payments and click the All refunds tab. Choose a reason in the All reasons list to narrow it.

Delete a payment

Deleting a payment hides it from your lists but keeps it for your records.

1. Open the payment, then in the Payment box click Delete.
2. On Delete payment, check the Reference, the Order and the Amount.
3. Click Delete payment.

The message The payment has been deleted. appears.

Important — Deleting a payment does not refund it. If the money must go back to the customer, refund it first.