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Must know
  • Item by item. In Store > Orders (clubs with the Store feature), cancel a Pending item or return a Fulfilled one. Cancel items… handles several.
  • Restock rules. Cancelling restocks automatically. A return restocks only if Restock inventory is ticked (on by default). An item restocks at most once.
  • Where the money goes. The original payment method, a recorded cash refund, or (for a family’s order) account credit. Any tax and fees on the item are refunded on top.
  • Big refunds wait. A refund to the original payment method that takes your club past its daily refund limit is held for review. The item stays active until it’s approved.
Where to find it. You need the Edit Financials permission. In Store > Orders, click the order (or View). Under Items, a Pending item’s menu has Cancel… and a Fulfilled item’s menu has Return…. Cancel items… on the order row lists each open item with a checkbox, marked Cancel or Return, and refunds each one you select in full.
1

Check the stock

A cancel says “Inventory for this item is restocked automatically.” A return shows Restock inventory, ticked; untick it if the item can’t be resold.
2

Set the refund

On a paid order, a cancel has Also refund the customer ticked; a return goes straight to the amount. Refund amount starts at the item’s full amount and can’t go higher. On a return, enter 0 for no refund. Then pick Refund to.
3

Review and confirm

Click Review refund to see Item refund, any tax and fee rows, and Total refund. Click Cancel item, Record return or Cancel items. A message such as “Return recorded. Refund of $25.00 sent.” confirms it. To back out, click Back, then Keep item (or Keep items).
When a refund needs review. Past the daily refund limit, a refund to the original payment method shows Refund queued for internal review. The item isn’t cancelled or returned until it’s approved, and new refunds to the original payment method are blocked meanwhile. Cash and account credit skip the limit. What can’t be undone. A cancelled or returned item is struck through, has no further actions and can’t be reopened. Reopen (mark pending) only undoes a mis-clicked Fulfill, with no refund or restock. Point of sale orders. Pickup items are Fulfilled once the sale goes through, so use Return…. A walk-in sale can’t take account credit. Cancelling from Financials. Cancelling a store line from its invoice restocks a Pending item, not a Fulfilled one, so return those from Store > Orders. Lines from before order tracking never restock automatically: use Restock on Store > Products. For other charges, see How do I refund a customer on a paid invoice? Related: How do I manage and fulfill store orders? · How do I track and restock inventory? · What is the $1,000 daily refund limit? · What happens when a refund is queued for review?