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Cancelling and refunding orders

This guide covers cancelling an order and issuing a refund.

For information about cancelling your Squarespace subscription, visit Cancelling a website subscription.

Before you begin

  • You can only refund Pending orders. If you already fulfilled it, move it back to pending.
  • Don’t issue refunds through your payment processor. Refunds handled this way won't sync with your Orders panel or refund Squarespace transaction fees.
  • It's not possible to issue a refund for store credit.
  • When refunding PayPal orders, you have up to 180 days after you receive the payment. For more information, visit PayPal's documentation.

Full refunds vs. partial refunds

Full refunds include:

  • The cost of the products
  • Taxes
  • Shipping
  • Squarespace transaction fees

Partial refunds include:

  • The amount you choose to refund
  • A portion of Squarespace’s transaction fee, based on the refund amount

Option 1 - Cancel and fully refund the order

Cancelling a pending order automatically refunds the purchase and sends the customer an email about the cancellation. You’ll also have the option to restock your inventory with items from the order.

Note: Orders can’t be un-cancelled.

Step 1 - Open the order

To open the order:

DesktopiOS Commerce AppAndroid Commerce App
  1. In the Home Menu, click Commerce, then click Orders. You can also press ? while any panel is open and search orders.
  2. Click any order to open the order summary.
  1. Tap Orders.
  2. Tap any order to view the order details.
  1. Tap Orders.
  2. Tap any order to view the order details.

To learn more, visit Viewing an order.

Step 2 - Move the order back to pending

If the order has been fulfilled, move it back to pending:

DesktopiOS Commerce AppAndroid Commerce App
  1. In the order summary, click Mark pending.
  2. Click Confirm.
  3. Return to the Pending orders filter to find the order.
  1. In the order details, tap Manage in the top right corner.
  2. Tap Move to pending.
  3. Tap Yes to confirm.
  4. Return to the Pending tab to find the order.
  1. In the order details, tap Manage in the top right corner.
  2. Tap Move to pending.
  3. Tap Yes to confirm.
  4. Return to the Pending tab to find the order.

Step 3 - Cancel the order and issue a full refund

To cancel a pending order and issue a full refund:

DesktopiOS Commerce AppAndroid Commerce App
  1. In the order summary, click Cancel Order.

4.1.png

  1. To re-add items to your inventory, leave Restock Inventory checked.
  2. Click Confirm.
  3. The customer will be refunded, and the order will be marked as Cancelled.
  1. In the order details, tap Manage in the top right corner.
  2. Tap Cancel order.
  3. In the prompt that appears, leave Restock Inventory on to restock the products in the order. If the products won't be restocked, switch the toggle to off.
  4. Tap Yes to confirm the cancellation.
  5. The customer will be refunded, and the order will move to the Cancelled tab.
  1. In the order details, tap Manage in the top right corner.
  2. Tap Cancel order.
  3. In the prompt that appears, leave Restock Inventory on to restock the products in the order. If the products won't be restocked, switch the toggle to off.
  4. Tap Yes to confirm the cancellation.
  5. The customer will be refunded, and the order will move to the Cancelled tab.

Option 2 - Issue a partial refund

For orders with multiple items or for other disputes, you can issue partial refunds. This is a good option if you want to refund the cost of products and sales tax and keep what you charged for shipping.

Note: Partially refunded orders stay in their current state (Pending or Fulfilled). Partial refunds don't restock inventory.
DesktopiOS Commerce AppAndroid Commerce App
  1. In the Home Menu, click Commerce, then click Orders. You can also press ? while any panel is open and search orders.
  2. Click any order to open the order summary.
  3. In the order summary, click Issue refund.

4.2.png

  1. Enter the amount to refund.
  2. Click Issue Refund.
  3. Click Confirm.

The order will display Partial Refund in the Payment column, and the customer will be notified of the refund automatically.

4.3.png

  1. Tap Orders.
  2. Tap any order to view the order details.
  3. In the order details, tap the three dots in the top-right corner.
  4. Tap Issue refund.
  5. Enter the amount to refund.
  6. Tap OK.

The customer will be notified of the refund automatically.

  1. Tap Orders.
  2. Tap any order to view the order details.
  3. In the order details, tap the three dots in the top-right corner.
  4. Tap Issue refund.
  5. Enter the amount to refund.
  6. Tap OK.

The customer will be notified of the refund automatically.

Transaction fees

Refunds of processing fees vary between payment processors.

Squarespace

  • Full refunds include Squarespace transaction fees.
  • Partial refunds include a portion of Squarespace’s transaction fee, based on the refund amount.

Stripe

  • Stripe refunds the transaction fee if your account was created before September 14, 2017.
  • Stripe doesn’t refund the transaction fee for newer accounts.

PayPal

PayPal charges a processing fee based on the order total, and a fixed transaction fee.

  • Full refunds include PayPal's processing fee.
  • Partial refunds include a portion of the processing fee based on how much the refund is for.
  • PayPal doesn’t refund their fixed transaction fee (for example, $0.30 for transactions for U.S.-based accounts).

What happens after an order is refunded?

Customers receive an email notifying them of a refund, and Stripe sends the money directly to their bank or card. The refund will appear in their account in 5 to 10 business days. For more information, visit Stripe's documentation.

If the order was fully refunded, it will display: 

  • Payment: Refunded
  • Status: Cancelled 

If the order was partially refunded, it stays in its current state (Pending). It will display:

  • Partial refund
  • Status: Pending

Partial refunds don't restock inventory. 

Tip: You can change a partially refunded order's status back to Fulfilled without affecting the refund. If you do this, you may want to un-check the Send order fulfilled notification box to avoid confusion.

FAQ 

Who pays for return shipping?

A full refund will be issued for the entire payment amount, including shipping. To exclude shipping costs, issue a partial refund. Squarespace doesn't mediate any disputes regarding the return shipping of refunded items.

Can I issue a refund for store credit?

A refund will return the specified amount to the customer’s card. To issue a refund for store credit, you can offer them a discount for the refund amount.

Should I issue a refund through my payment processor?

While you can issue refunds through your payment processor, we don't recommend it. Refunds handled this way won't sync with your Orders panel or refund Squarespace transaction fees. Whenever possible, we recommend processing all cancellations and refunds through your Squarespace site.

How long will it take for my customer to receive their refund?

Refund time varies between payment processors. For more information, visit Stripe and PayPal's documentation.

Is there a time limit for refunding orders? 

For PayPal payments, you have 180 days to refund the order. For more information, visit PayPal's documentation.

Stripe doesn't have a time limit on refunds, but the refund is more likely to fail the longer you wait. This might happen if a customer updates their credit card, or closes their account. To avoid this, you can add a time limit to your site's refund policy.

Is it possible to over-refund an order?

No, you can't issue a refund for more than the initial payment. Even if you refund the order separately through your payment processor, issuing a refund through the Orders panel on your site will only refund the balance. That means:

  • If you issue a full refund through your payment processor, and again through Squarespace, we will refund $0.00.
  • If you issue a partial refund through your payment processor, and then a full refund through Squarespace, we will refund the remaining balance.

Can I issue a refund if my Stripe or PayPal account has no balance?

Yes. To learn about how Stipe and PayPal process these refunds, contact Stripe and PayPal support.

Can I remove cancelled or refunded orders?

No, it isn't possible to remove any orders except test orders. This way, you'll always have a complete record of transactions and refunds made through your site.

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Cancelling and refunding orders