Issue a refund

What this does

Refunds money to a customer and moves the order to partially refunded or refunded, so what your store says matches what happened.

Before you start

• Owner or admin permissions.
• The order open in front of you.

Steps

1. Open the order.
2. In the Payment section, select Refund….
3. Enter the amount. Torva shows what is still refundable — you cannot refund more than was paid.
4. Confirm. The refund is sent to the processor immediately.

What happens next

For Stripe, the money is on its way and the order updates straight away. Your customer usually sees it in five to ten days, which is their bank's timing rather than yours.

For a payment taken outside Torva — Zelle, Cash App, Venmo, Authorize.net or NMI — Torva cannot send the money for you. Refund it the way you received it, then use Record a refund on the order so your revenue figures stay correct.

Common problems

The Refund button is not there. The order was not paid through a processor Torva can refund. Look for the explanation under the payment section; it names the reason.

It says the full amount has already been refunded. Every refund on this order adds up to the amount paid. Check the refunded figure in the payment section.

I refunded in Stripe directly. Torva learns about it from Stripe's webhook and updates the order on its own. If it has not after a few minutes, record it by hand.