When a customer needs their money back, you can refund the order. Logan handles order actions like refunds, so he is the one to ask.

Tell Logan "refund order #2607119X4K in full" and he will draft it for your approval. Or open the order under Orders > Orders in the left sidebar and refund it there. The full amount goes back to the customer's original payment method.

For a partial refund, tell Logan which items or quantities to refund. This is useful when you are keeping part of the sale, like a restocking fee or a discount for a damaged item. You can also choose whether to refund shipping.

A new order is held rather than charged straight away. The card is only charged when you fulfill it, so if you cancel before then the hold is released and no money ever moves. There is no fee at all. Tell Logan "cancel order #2607119X4K" or open the order and choose Cancel order. See View and fulfill an order.

Once an order has been fulfilled the money has already moved, so a refund is how it goes back from that point on. Your customer gets the full amount including tax, but the card fee from the original sale is not returned. See What you pay per sale. That is our payments partner's policy on any payment that has already been charged.

Refunds come out of your payout balance. If there is not much sitting there the balance can dip below zero, which is normal and usually settles itself as your next sales come in. If no more sales follow we may debit your bank account for the difference. You can see your balance any time under Settings > Payouts or just ask Sloane.

If a customer wants to return an item, Logan handles the whole thing: he talks the customer through your return policy. When you have the item back and are ready to give the money back, he starts the refund. You can also start it from Orders > Orders in the left sidebar.