Full and part refunds: give back the whole order or just the part that went wrong.
Pick the items, give a reason and raise the return. The money goes back the way you set, and the customer is told straight away.
Free plan. No credit card needed.
What are full and part refunds?
A full refund gives back the whole order. A part refund gives back only the items that went wrong, and the rest of the order stands.
You set where refunds go, what they include and whether they need your approval. The customer is told straight away.
What you can do with refunds
Fair to the customer, clear for your books.
How refunds work
Set the policy once, then each refund takes a few taps.
Set your refund policy
In Settings, Payments, Refunds, choose where refunds go, what is included and how approval works.
Open the order
In Orders, open the order and click Return Item.
Tick the items and give a reason
Tick all items for a full refund, or some for a part refund. The reason is required.
Approve if needed
If approval is on, the refund waits in Refund approvals until you approve or reject it.
Track it to the end
The order shows Refund started, the payment shows Refund pending, then Processed.
What the customer sees, and what you set
A clear message on one side, a clear policy on the other.
The customer side
A notification straight away, and the refund on their order.
The owner side
Where money goes, what is included and who approves.
Refund settings
Your refund policy, set once in Settings, Payments, Refunds.
| Setting | Options and default |
|---|---|
| Where refunds go | Back to the original payment method, to the store wallet (needs the Wallet add-on), or handled by you outside Ordrio by cash or bank transfer. |
| Pay later orders | The pay later balance is always reduced rather than refunded. |
| Item value | Refund the value of returned items, on or off. |
| Delivery charge | Refund it too, on or off. When off, you keep the delivery charge on every refund. |
| Platform fee and other charges | Refund other order charges, on or off. |
| Approval | Let every refund process automatically, or require approval. |
| Auto-approve below an amount | With approval on, refunds below the amount you set go through by themselves. |
| Review older orders | With approval on, refunds on orders older than the days you set wait for review. |
| Returned items to stock | On: items go back into stock when received at the store. Off: they are written off. |
| Return reason | Required on every return, up to 255 characters. |
| Refund limits by role | Discount and refund limits for each staff role. |
| Cancellation rules | Rules by time or order status for when an order can be cancelled with a refund. |
Refunds in real shops
A part refund, a full refund and one that waits for approval. Names and amounts are made up.
Two items went wrong
Of a $36 order, bruised mangoes and leaking milk come to $13.50. Lucy ticks those two and the $13.50 goes to the wallet.
The whole order back
A $70.50 order is returned. Every item is ticked, so it is a full refund to Wallet. The delivery charge setting is off, so the store keeps $1.50.
A big refund waits
Auto-approval is set below $15. A $54 party order refund waits in Pending approval until the owner approves it.
What happens when...
The refund cases owners ask about.
| When | What happens |
|---|---|
| You chose to refund outside Ordrio | You pay the customer yourself, by cash or bank transfer. |
| The item is still with the rider | It goes back into stock once it is handed over at the store. |
| The stock setting is off | Returned items are written off instead of going back into stock. |
| The order was on pay later | The pay later balance is reduced rather than refunded. |
| You reject a refund | It moves to the Failed tab in Refund approvals. |
| Some units were already returned | The return window shows how many units of each item can still be returned. |
Who uses full and part refunds
Every store has a day when something goes wrong.
Grocery
Refund the bruised fruit, keep the rest of the basket.Ordrio for groceryFashion
Part refunds when one size does not fit.Ordrio for fashionRestaurants
Give back the dish that went wrong.Ordrio for restaurantsCloud kitchens
Full or part refunds on delivery orders.Ordrio for cloud kitchensJewellery
Full or part refunds, with approval on big amounts.Ordrio for jewelleryRefunds with the rest of Ordrio
Refunds tie into the wallet, pay later and your payments.
Refunds to the store wallet need the Wallet add-on, with plans and price on the add-ons page. Bills & Books and your online store are on every plan, including Free.
Refund questions, answered
Yes. Tick only the items that went wrong for a part refund, or every item for a full refund.
Back to the original payment method, to the store wallet, or you handle it outside Ordrio by cash or bank transfer. You set this in your refund policy.
Yes, with the Wallet add-on. The money stays in your store for the next order. See the wallet.
No. Delivery charge is its own setting. When it is off, you keep the delivery charge on every refund.
Yes. Require approval, auto-approve refunds below an amount, and review refunds on older orders.
Yes. They get a notification straight away.
If the stock setting is on, they go back when received at the store. If it is off, they are written off.
The pay later balance is reduced rather than refunded.
Yes. Set discount and refund limits for each staff role.
Full and part refunds are on every plan, including Free.