Refund an order, in full or in part

Refund all or part of an order. If your customer paid with Yoco, ShopEazy sends the money back to their card for you. For other payments, you refund them yourself and record it here.

You can refund any amount of a paid order, from a few rand to the whole total, and you can refund the same order more than once. How the money gets back to your customer depends on how they paid.

Paid by card through Yoco on your shop, or through a Yoco payment link: ShopEazy sends the refund to Yoco for you, and the money goes back to the card they paid with.
Paid any other way (iKhokha, Peach Payments, SnapScan, EFT, cash): ShopEazy records the refund, but you give the money back yourself.

Before you start

The order must be fully Paid (or already Part-refunded). The Refund button doesn't appear on unpaid or part-paid orders.
To refund through Yoco, your store needs a live Yoco key (one that starts with sk_live_). Yoco can't refund test payments, so with a test key you'll only see the record option.
For anything that didn't go through Yoco, give the money back first: in your iKhokha, Peach Payments or SnapScan dashboard for card payments, or from your bank for EFT and cash orders. Then record it here.

Refund an order

Click Store → Orders in the sidebar and open the order.
Click Refund at the top of the order. The dialog shows Up to the most you can refund.
If the customer paid through Yoco, choose To their card via Yoco (picked for you) to send the money back to their card. Choose Record only if you've already refunded them in the Yoco app, because it doesn't send anything.
In Amount (R), enter how much you're refunding.
Decide on Restock unfulfilled items (see below).
Click Refund R… (or Record refund if you're only recording it).

The order's payment badge changes to Part-refunded or Refunded. The Timeline shows the refund, and says "to the customer via Yoco" when Yoco sent it.

A refund through Yoco can't be undone. Check the amount before you click.

When Yoco takes a moment

Most Yoco refunds go through straight away. Sometimes Yoco needs a little longer to confirm. The order then shows "Refund of R… sent to Yoco, waiting for it to confirm". You don't need to do anything. When Yoco confirms, the refund is recorded and you get a Refund sent notification. If Yoco turns it down, you get a Refund failed notification, nothing is refunded, and you can try again.

Refunding part of an order

Enter the smaller amount in Amount (R). For example, if a customer paid R600 for three items and one is faulty, enter the price of that one item.

You can refund again later. Each refund comes off what's left, and the dialog always shows how much you can still refund. You can't refund more than was paid.

If the customer paid in two goes, for example a deposit and then the balance, a single Yoco refund can't be bigger than either payment. To refund more, do it as two refunds. If part of the order was paid in cash or by EFT, only the Yoco part can go back through Yoco. Record the rest with Record only once you've paid it back yourself.

A partial refund doesn't close the order. It stays Open until everything is paid and fulfilled, as before.

Restock unfulfilled items

This box is ticked by default. When it's ticked, ShopEazy puts back the stock for every product on the order that you haven't marked as sent yet, and frees up ticket places that haven't been issued. It doesn't free service bookings or tour seats.

Full refund of an order you haven't sent: leave it ticked.
Partial refund: untick it unless you're taking back every unsent item. The box restocks all unsent items, not just the one you're refunding.
Items you've already sent: this box doesn't restock them, ticked or not. When they come back to you, add them to stock yourself. See Handle a return.

Tickets that have already been issued aren't released by a refund.

What your customer sees

If the order has an email address, the customer gets an email from your store with the subject "Refund for order" and the order number.

Refunded through Yoco: the email is sent once Yoco has confirmed the refund. It says the amount is on its way back to the card they paid with.
Recorded only: the email is sent as soon as you record it. It says a refund has been recorded and is normally paid back the way they paid. It doesn't say the money has been sent.

Neither email promises how long their bank will take. In their account on your shop, the order shows Partly refunded or Refunded.

What happens to fees and reports

The refund is posted against the original sale, so your takings show the money going back. The ShopEazy platform fee on the refunded amount is reversed. Your payment provider's own fees on the payment or the refund are between you and them.

If something goes wrong

There's no Refund button. The order isn't fully paid, or it's been cancelled. A part-paid order can't be refunded in ShopEazy. Return the deposit through your provider or bank, and add a note on the order's Timeline so there's a record.

I don't see "To their card via Yoco". Either the customer didn't pay through Yoco, your Yoco key is a test key, or the whole Yoco payment has already been refunded. Check your key under Settings → Payments.

It says "Yoco declined the refund". Yoco turned it down, and the reason follows in the message. Nothing was refunded and the order hasn't changed. Fix what Yoco says, or refund in the Yoco app and use Record only.

It says "That's more than this payment can refund". The customer paid in more than one go, and no single Yoco payment covers that amount. Refund it in two parts.

I refunded in ShopEazy but the customer hasn't got the money. If you used To their card via Yoco, the money is with their bank, and how long it takes to show is up to them. If you used Record only, check that you also refunded them yourself.

I refunded in the Yoco app, but the order still says Paid. Refunds you make in the Yoco app don't flow back to ShopEazy. Open the order, click Refund, choose Record only and record it. Don't choose To their card via Yoco, or the customer gets refunded twice.

I want to cancel the order after refunding it. A paid order can't be cancelled, even after a full refund. A fully refunded order counts as Completed, and the customer sees Refunded.

I restocked by mistake. Correct the stock on Catalogue → Inventory: open the product, use Change the level, and take the extra units off.