Refund a transaction

Box and PrestaShop

This page applies to both box stores and PrestaShop stores.

Watch the Video

From the transaction details (Sales > Payments > Transactions), select the Refund action and enter the Amount to refund (tax included), the VAT rate, a Description (shown on the invoice) and the Reason for the refund.

Only paid transactions less than 6 months old can be refunded.

When processing the refund, the Delete Shipping Boxes checkbox lets you decide whether or not to delete the shipping slip(s) associated with the order.

A PayPal transaction can be refunded in full or in part, like a card transaction.

Caution

For a card payment on a Stripe account managed by Ciklik, the refund does not go through if your Stripe balance is insufficient: this balance cannot be negative. This check does not apply to other payment methods (PayPal, PayPlug, SEPA direct debit) nor to a Stripe account you linked yourself.

If this is the case, you can process the refund via bank transfer to your customer, or wait for other transactions to be processed on your site so you have sufficient balance to complete the refund.

See also

Fraud or dispute management

Stripe financial reports

Subscriber order management

Offer PayPal to your subscribers