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For details about refunding an order in Shopify, refer to the Shopify Native Refund section.
Overview
Users with Merchant CS Admin permissions can create refunds.
Use the Refunds feature for orders that have already been dispatched to the customer.To cancel a settlement or a refund of stock items, amend the order before the order can be processed on the Global-e Merchant Portal and shipped to the customer. See Amending Order Products.
Global‑e monitors and rectifies all refunds that failed or are in pending status.
Issuing a Refund
To refund an order:
  1. From the Global‑e Merchant Admin, go to Orders**> View Orders**.
  2. Find the relevant order (enter the order information and click Find and View) and open it.
  3. Make sure the order is in Dispatched Status.
  4. On the Order Details screen, click the Refunds tab.
  5. Click Add Refund. The Refunds screen opens.
    The following information is displayed:
    FieldDescription
    Order TotalThe total amount that the customer paid for the order
    Paid TotalTBD
    Loyalty Points TotalTBD
    Available amount to refundThe amount that can be refunded. If previous refunds were performed for that order, the amount to be refunded will be lower than the order total.
    Total Shipping PriceThe total shipping price paid by the customer
    Duties & TaxesThe duties paid by the customer
    CCFThe customs clearance fees paid by the customer
  6. Select the type of refund: Full Refund or Partial Refund.
  7. Click Approve Refund.
Full Refund
If you select Full Refund, all the fields in the Refunds screen are automatically populated.
Partial Refund
To perform a Partial Refund, enter the following information.
FieldSteps
Products RefundCreate a refund for products: in the products list, select the Refunded Qty and the Refund Reason. The Products Refund field is populated according to the chosen quantities.
Shipping RefundTo create a full or partial refund for shipping, enter the amount in this field.
Service GestureUse this field to refund customers amounts that are not associated with products, shipping fees, or duties & taxes.
Duties and Taxes + CCFTo refund duties & taxes, enter the amount in the Duties & Taxes + CCF field. Generally, customs authorities do not refund duties and taxes that have been paid. Refunding these fees to customers is at the merchant’s sole discretion and expense.
Refund Components totalThis field calculates automatically and shows all refund components listed above.
Prepaid ShippingTo deduct the cost of prepaid return shipping, enter the amount here. The refund cost shown to the customer on the Returns Portal is also listed under Return Requests: Merchant Portal > Orders > Returns.
Loyalty Points Refund
Money Refund
Total RefundThis field shows the total refund amount to be transferred to the customer’s original payment method
Refund ReasonUse this drop-down to define the reason for the refund
NotesEnter refund note if applicable