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Your SHOPLINE account SHOPLINE账户 Akun SHOPLINE Anda Akaun SHOPLINE anda Tài khoản SHOPLINE của bạn

Orders 订单 Pesanan Pesanan Đơn hàng

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Analytics 分析 Analitik Analitis Phân tích & Báo cáo

Apps 相关应用 Aplikasi Apps Ứng dụng

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Setting 设置 Pengaturan Tetapan Cài đặt

SHOPLINE Payments Refund

What is SHOPLINE Payments?

SHOPLINE Payments allows you to process online store transactions and reconciliation without having to switch between the store admin and other payment service providers.

Through this guide, you will learn how to perform SHOPLINE Payments Refund on your store admin.


Table of Contents



Step 1: Setup your SHOPLINE Payments Account

SHOPLINE Payments consist of two KYC verification - Basic & Advanced KYC. KYC stands for “Know Your Customer”, it is the process of financial services to verify the identity, suitability, and risks involved with maintaining a business relationship. The procedures fit within the broader scope of a bank’s Anti-Money Laundering policy. 

Basic KYC collects basic information such as Company Name and Director’s Information to determine your business type, whereas Advanced KYC requires extensive information such as your IDs, Bank Statements and ACRA documents.

For more information on applying for SHOPLINE Payments, refer here.



Step 2: Refunding an order

When making a SHOPLINE Payments refund, you can choose to Refund to the original payment or a Manual refund. If you select Refund to the original payment, please note that you will have to absorb the transaction fee based on your subscription plan. 

Please be aware that a SGD 0.10 fee will be applied to any refund requested. This fee is non-refundable and will be deducted from the refund amount. Once a refund is processed, the payment status of the order will be automatically updated by the system. You will not be able to manually change the payment status after a refund has been processed. 

All refunds require 1 working day to be processed. The refunded amount will be credited to the customer’s credit card within 2 to 4 weeks. Do note that the actual time taken to complete the refund is dependent on the process/ timeframe used by the customer’s bank.

You can perform refunds on orders within 180 days only.


Before you proceed to refund an order, in your store admin, go to Settings > Payments > SHOPLINE Payments > Manage Bills to view your Account Balance.

  1. If your Account balance has insufficient funds to proceed with the refund, you may:

      • Perform the refund offline (e.g. bank transfer).

      • Reach out to SHOPLINE Payments team for assistance to top up your account.

        Please be aware that the refund must be completed within five business days after adding funds to the balance. If not, the funds will be transferred to your bank account on the fifth day.


  2. If you have sufficient funds in your Account balance, you may proceed with the refund. Head to your store admin under Orders and select the order to be refunded.


    • On the order details page, click on the Refund button.


    • You will then be directed to the Refund page.


    • Select the type of refund and proceed to refund.


      Please ensure that:

      1. The refund amount must not be larger than the original order amount.
      2. For manual refunds, please indicate the amount you would like to refund.
      3. Customers will be notified of the refund if you tick on the “Send notification to the customer” checkbox.


    • Once the order has been refunded, the payment status will automatically change to Refunded.



For more information about SHOPLINE Payments, refer to SHOPLINE Payments FAQ.



Get in Touch

SHOPLINE has a specialized Merchant Success Team available to assist you with any questions or issues. Please feel free to contact us via the chatbox in the lower right corner of your SHOPLINE admin panel or on the SHOPLINE official website. We are always here to support you every step of the way and help your business thrive.