Refunds and cancellations
Refund a paid online order
- Open the order.
- Click More Actions → Refund and confirm.
The full order amount is sent back through the payment gateway that took it, and the order becomes Refunded. Changing the status to Cancelled on a paid online order refunds it the same way.
If the gateway refuses the refund, the status does not change, so the order never shows as refunded when the money was not returned. You see an error; try again later or refund from your gateway's dashboard and then use Mark as Refunded.
Record a refund made another way
For cash on delivery, bank transfer or any refund you made outside CartWhizz, use Mark as Refunded in the Payment Details card. This only records it; no money moves.
Partial refunds and returns
To refund part of an order (one item from three, for example), use Returns: the customer requests the return, you approve and receive it, then refund the returned items.
What happens automatically
- Wallet balance and gift certificate amounts used on a cancelled or refunded order go back to the customer.
- Customers can cancel their own order from their account while it is still Pending, Processing or On Hold.
Delete an order
More Actions → Delete Order removes it for good. Prefer Cancelled for real orders, so your reports and stock stay correct; delete only test orders.