Note: While our most popular guides have been translated into Spanish, some guides are only available in English.
Cancelling and refunding an order

This guide covers cancelling an order and issuing a refund. To learn about receiving orders, visit Receiving an order.

Step 1 - Open an order

Depending on your plan:

  • In the Home Menu, click Commerce, and then click Orders.
  • In the Home Menu, click Orders.

You can also press the ? key while any panel is open and search orders.

Click an order to open the Order Summary window.

You can also search by the customer's order #, email, or name in the Search box. When searching by order number, exclude the #.

Step 2 - Cancel an order

Click Cancel Order.

Note: If an order is marked as Fulfilled, open the order and click Mark as Pending before following the cancellation process.

In the Cancel Order window, click Confirm.

Note: Cancelling an order fully refunds the purchase and can't be undone. You can learn more about partial refunds here.

To add items back to your inventory, leave Restock Inventory checked.

Step 3 - Issue a full refund 

Cancelling the order initiates a full refund.

Squarespace will automatically send the customer an email notification that the order was cancelled. Click the drop-down menu and select Cancelled to view and print cancelled orders. Cancelled orders can't be reprocessed.

To issue a refund without cancelling the order, click Issue Refund and enter the full amount. This will initiate a full refund and notify the customer, but won't restock the items.

The order will display Refunded in the Payment column. 

Step 4 - Issue a partial refund

For orders with multiple items or other disputes, you can issue a partial refund. Click an order, then in the Order Summary window, click Issue Refund.

Enter the preferred refund amount and click Issue Refund.

In the Issue Refund window, click Confirm

The order will display Partial Refund in the Payment column. 

Note: Partial refunds don't restock inventory. To learn more about managing your inventory, visit Managing inventory.

Refunds and fees

Refunds of processing fees vary between payment processors.

Stripe

Full refunds include Squarespace's transaction fees and Stripe's processing fees. Partial refunds include a pro-rated portion of the fees, but not Stripe's fixed transaction fee.

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 notifying them of 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 coupon for the refund amount.

This option may not work for every store. It isn't possible to create single-use coupons at this time, so there's a risk that coupons 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. Whenever possible, we recommend processing all cancellations and refunds through your Squarespace site.

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 won't issue a double refund.

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. 

Was this article helpful?
16 out of 44 found this helpful
Cancelling and refunding an order