Depending on your refund policy listed on your website, you might sometimes need to process refunds for customers.
Custom refunds refer to the refunding of orders which are paid via a custom payment method. For customers requesting a refund for such orders, the merchant can process it on their SHOPLINE order page. The time taken to process the refund will depend on the merchant’s custom payment method, as it differs between payment providers.
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Refunding via Bank Transfer/PayNow
To refund a custom payment:
- From your SHOPLINE admin, go to Orders.
- Find and select the order you want to refund.
- Click on the Refund button on the order page.
- On the refund page:
- Select which products, and the quantity to be refunded.
- Add in refund notes (e.g. customer requested for refund, parcel lost in delivery, defective product received).
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The refund amount and method will be shown here. By default, the refund method is the custom payment method that the customer paid by, and the refund amount is based on the quantity and price of the products to be refunded.
If a partial refund has been agreed upon between the customer and merchant, the refund amount can be edited here.
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Check the box if you wish to send an email notification to the customer regarding the refund. The default refund email template will be sent out, please click here to find out more about how to edit email templates.
- If the details are correct, click the blue button to proceed with the refund.
The payment status will be updated to Partially Refunded or Refunded, depending on the refund amount in the previous step.
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Refunding via Store Credits
You may choose to refund the customer’s order with store credits to encourage a repurchase. However, this is only eligible for merchants using our Member System app, and the customer must be an existing member. Download our Member System App to set up your own Member System.
To refund via Store credits:
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From your SHOPLINE admin, go to Orders.
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Find and select the order you want to refund.
- On the order page, click on More > Refund with store credits.
- On the refund page:
- Fill in the credits to be refunded, based on the product price and quantity.
*Take note that this is not automatically calculated and needs to be inputted manually.
- Check the box if you wish to send an email notification to the customer regarding the refund. The default refund email template will be sent out, please click here to find out more about how to edit email templates.
- Add in refund notes (e.g. customer requested for refund, parcel lost in delivery, defective product received).
- If the details are correct, click the blue button to proceed with the refund.
- Once you initiate a refund, you will be directed to the customer's membership page, where you will be able to see the credit refund history.
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Get in touch
SHOPLINE has a dedicated local support team for merchants looking for help with their issues and concerns. You can contact SHOPLINE support by reaching out to us through our live chat on your SHOPLINE admin, website, dropping us an email or WhatsApp our customer support with your queries.
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