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Cancelling and refunding orders

This guide covers cancelling an order and issuing a refund.

Before you begin

  • Full refunds include the cost of the products, taxes, shipping, and Squarespace transaction fees. If you created your Stripe account before September 14, 2017, Stripe will also refund the transaction fee.
  • To issue a refund that excludes shipping costs, issue a partial refund.
  • Partial refunds include a prorated portion of Squarespace’s transaction fee, but not Stripe's transaction fee.
  • Stripe submits refunds immediately to your customer's bank. The refund will appear in their account in 5 to 10 business days. For more information, visit Stripe's documentation.
  • The customer will receive an email notifying them of the refund.
  • It isn't possible to issue a refund for store credit.
  • You can issue a full or partial refund up to 180 days after you receive a payment through PayPal. It isn't possible to refund PayPal payments through Squarespace after that time. For more information, visit PayPal's documentation.

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:

Desktop iOS Android
  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:

Desktop iOSAndroid
  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:

Desktop iOSAndroid
  1. In the order summary, click Cancel Order.

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  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 a partial refund. This is a good option if you want to refund the cost of products and sales tax, but keep the money you charged for shipping.

Note: Partially refunded orders stay in their current state (Pending or Fulfilled). Partial refunds don't restock inventory.
Desktop iOSAndroid
  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.

Refunds and fees

Refunds of processing fees vary between payment processors.

Stripe

Full refunds include Squarespace's transaction fees and partial refunds include a pro-rated portion of the fees. Refunds don't include Stripe's processing fees.

PayPal

Full refunds include Squarespace's transactions fees and most of PayPal's processing fees, excluding PayPal's fixed transaction fee (for example, $0.30 for transactions for U.S.-based accounts). Partial refunds include a pro-rated portion of the fees, but not PayPal's fixed transaction fee.

FAQ

What happens when an order is refunded?

The customer will receive an email about the refund. If the order was fully refunded, it will display Cancelled in the Fulfillment column.

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.

This option may not work for every store. It isn't possible to create single-use discount at this time, so there's a risk that discounts could be over-used.

Should I issue a refund through my payment processor?

While you can issue refunds through your payment processor, note that 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 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