---
title: "Orders and refunds"
description: "Search every shop order, issue full or partial refunds, and answer customer cancellation and refund requests."
---

> Documentation Index
> Fetch the complete documentation index at: http://localhost:4321/llms.txt
> Use this file to discover all available pages before exploring further.

# Orders and refunds

**Merchandise > Orders** lists every merchandise order, newest first. People with the **Fulfilment** role (and Administrators) can use it.

## Find an order

Type into **Search** and press Enter. It matches the **reference**, customer **name**, **email**, delivery **postcode**, **tracking code**, and the **name or SKU** of something they bought. The text is matched exactly as typed.

| Filter | Effect |
|---|---|
| **Status** | Any, **Paid (awaiting dispatch)**, **Dispatched**, **Awaiting payment** or **Given up on**. |
| **Include unpaid orders** | Unpaid orders are hidden by default. Tick this to see them. |
| **Cancellation / refund requested** | Only orders where a customer is waiting for an answer. |

Each row shows the status, any **Refund requested** or **Part refunded** badge, the customer, what they bought, the tracking code and the total.

## An order's page

The page shows the status and total at the top, with a **Dispatch this order** button if it's waiting. Below that is what was bought (with SKU, options and prices), any voucher and postage, where it's going, the customer's details, the refund history, and a refund form.

## Refunds

You can refund **any amount up to what's left**, as many times as you need.

1. **Open the order**

   Refunds are available on **Paid** and **Dispatched** orders with money left to refund.
2. **Enter an amount, or refund in full**

   Use **Refund this amount** for a partial refund, or **Refund in full** for everything that's left.
3. **Add a reason (optional)**

   The reason is shown to the customer in their refund email.
4. **Confirm**

   You're asked to confirm. The money goes back to the **card the customer paid with**, and they're emailed. The refund is recorded with your name and the time.

> **Refunds can't be undone**
>
> Once sent to Stripe, a refund can't be taken back. Refunding an order that hasn't been posted in full also removes it from [Fulfilment](/merchandise/fulfilment).

It can take a few days for the money to reach the customer's account, depending on their bank.

## Customer requests to cancel or refund

A customer can ask for a cancellation (before you've posted) or a refund (after). They enter a reason, and receive an email confirming you have it.

> **You are not emailed**
>
> Gravity Pass doesn't email your team when a request arrives. It shows up as a **Refund requested** badge in Orders and Fulfilment, and a warning on the order. Check Fulfilment regularly, and use the **Cancellation / refund requested** filter in Orders.

On the order you'll see their message and two options:

| You want to… | Do this |
|---|---|
| **Agree** | **Refund** the order, in full or in part. That settles the request, and the customer is emailed the refund. |
| **Say no** | Write a reply and choose **Decline request**. The customer is emailed your reply, the order stays as it is, and they may ask again. |

Past requests stay on the order under **Earlier requests**, each marked **Declined** or **Refunded**.

Source: http://localhost:4321/merchandise/orders-and-refunds/index.mdx