Sometimes, orders don’t go as planned—maybe the customer changed their mind or received the wrong item. CocoCart makes it easy to issue refunds right from your dashboard. This guide explains how refunds work, how to issue them, and what happens after they’re processed.
We're currently working on issuing refunds from the dashboard for other payment methods.
In the meantime, you can refund customers through your preferred platforms and manually cancel the order on your dashboard.
Here's how to refund payments:
Step 1: Find the order to be refunded on your Orders page.
Step 2: Under the Status section, select Refund.
Step 3: Input your desired refund amount. You may issue full or partial refunds.
How to issue a full refund
Move the toggle to the right to ensure that the inventory will be restocked and the order will be excluded from the Summary. After clicking refund, the order will appear as cancelled.
How to issue a partial refund
Move the toggle to the left so the order will not be cancelled, as items remain.
You will then be able to see the refund details in the expanded view of the order:
You'll also be able to view this on your Payouts page.
For orders that enable the Customer to pay transaction fees in their Settings, buyers will be refunded up to the order total, excluding fees. If you don't wish to absorb card fees after issuing refunds, you may enable the option like the one below:
Tips & Best Practices
Canceling an order does not automatically refund the customer.
After cancelling, check the order — if the Refund button is gone, the refund has been issued; if it’s still there, you’ll need to click it to proceed.
If the customer paid transaction fees (via your settings), you may refund up to the order total, excluding those fees.
Keep your refund policy clear. Customers appreciate knowing under what conditions you issue full or partial refunds, and whether stock must be returned.
Communicate with the customer. Let them know when you initiate the refund, what amount will be returned, and when they can expect it (depending on their bank or card processor).
Monitor your payout balance. Since refunds draw from your pending payouts, maintain enough buffer so you can quickly handle refunds without disruption.
Pending payout orders: refund is taken before the money reaches you.Already paid orders: refund is taken from your available balance.
📝 Pro-Tips
Payments can be refunded as long as you have enough balance in your pending payouts. Otherwise, you will receive an error message: “Your balance is too low to issue this refund.”
When a refund is issued, the money comes from your pending payouts. Pending payouts are funds that are scheduled to be sent to you but haven’t been transferred yet.
If the order has already been paid out to you, we cannot reverse that payment. In this case, the refund amount will be taken from your current running balance—the money you have available from other sales.
Cococart does not refund card fees because these are fees from third-party payment processors.
QR-Ph payments can’t be refunded through the dashboard. Please refund the customer separately.