If the order is new and needed to be cancelled and refunded, you can first review our article on cancelling new orders here.

There are two things to note when it comes to refunding orders:

1. You can do either partial refunds or full refunds.

2. Your options on how to refund and ⚠️ the process to go about a refund is different based on the payment gateway/method that was used by your customer.


What are my options when it comes to refunding orders?

There are two ways to refund an order: fully or partially.

Full Refunds

  • Step 1: If it is a new order, cancel the order from the In-Store Merchant App.

  • Step 2: Log into your Shopify store and go to Orders.

  • Step 3: Select the order you want to refund and click Refund.

  • Step 4: Enter the quantity of the items in the order that will be refunded.

  • Step 5: (Optional) You can also enter the shipping amount that you want to refund into the Shipping field.

  • Step 6: (Optional) Enter a reason for the refund.

  • Step 7: Click Refund to complete the process.

Partial Refunds

  • Step 1: If it is a new order, cancel the order from the In-Store Merchant App.

  • Step 2: Log into your Shopify store and go to Orders.

  • Step 3: Select the order you want to refund and click Refund.

  • Step 4: Enter the quantity of the products that you want to refund. Any products with a quantity set to 0 won't be refunded.

  • Step 5: (Optional) You can also enter the shipping amount that you want to refund into the Shipping field.

  • Step 6: (Optional) Enter a reason for the refund.

  • Step 7: Click Refund to complete the process.

⚠️ Always check with your gateway provider if the refund can be given automatically.

ℹ️ Read more about Refunds here.


Which providers refund automatically? Which can’t?

Payment Gateways in the Philippines that accommodate automatic refunds on Shopify:

  • PayMongo Credit Card & Debit Card

  • PayMongo Gcash

Payment Gateways in the Philippines that do NOT accommodate automatic refunds on Shopify:

  • Dragonpay

  • PayMaya

Payment Methods that do NOT refund automatically:

  • Manual Bank Deposit

  • COD (Cash On Delivery)

If you don’t find your provider in the list above, kindly check with your provider.

⚠️ This info may be subject to change without prior notice. Always check with your provider for updated information.


How long does it take for automatic refunds to reflect in your customer's account?

Mode of Payment

Eligibility of refund processing

Partial/Full Refunds

How long for the refund to reflect in your customer's account

Debit and Credit Card

60 days

Partial and full refunds

(Full refunds only for installment payments)

30 days

GCash

180 days

Partial and full refunds

within 24 hours

GrabPay

-

Full refunds only

within 24 hours

Maya

12 months

Full refunds only

within 24 hours

BPI Online Banking

30 days

Partial and full refunds

Upon request, at least 3 banking days

UBP Online Banking

-

Full refunds only

Upon request, at least 2 banking days

Atome

60 days

Partial and full refunds

7 days

BillEase

60 days

Partial and full refunds

within 24 hours


Looks like my gateway/method can’t refund automatically. What do I do?

Manual Refunds

  • Step 1: Go through the full refund or partial refund process.

  • Step 2: Coordinate with the customer on how to go about the refund. Common ways this can be done are:

  1. Via bank deposit into the customer’s bank account

  2. Via Gcash transfer to the customer’s Gcash account

  3. Via cash (best for partial refunds as there is still a delivery that will be sent to the customer and if your staff on location has cash on hand)


More on the Order Process

Cancelling Orders

Accommodating COD Orders via GrabExpress

Accommodating COD Orders via MrSpeedy (now known as Borzo)

More on Delivery Integration

Booking an On-Demand Courier

Cancelling a Booked Courier

Rebooking an On-Demand Courier

Did this answer your question?