Issuing Refunds to Customers

This guide walks you through issuing refunds for customer orders on Castiron, ensuring a smooth and efficient process. Sellers have full control over refunds, whether for the entire purchase amount or a partial refund on open, fulfilled, or deposit orders.

💡 Important Notes:

• Refunds can only be processed for payments made through Castiron via Stripe. Orders marked as "Paid" manually cannot be refunded through the platform.
• Deposits can also be refunded, either partially or in full using the same steps.

Steps to Issue a Refund:

1. Log Into Your Seller Account. The refund will be processed from the shop admin page.
2. Navigate to Orders: Click on the Orders tab on the left, then click on the order you need to refund.

In the order details, click the three dots (⋮) in the upper-right corner. Select "Refund" from the dropdown menu.

3. Initiate the Refund: 

a. Decide whether to issue a full or partial refund. Fill in the $ amount in "Amount to Refund" box. 

b. Select a refund reason (optional, for your reference only) from the drop down menu. 

c. Click on Review Refund button to see a summary of the review that will process. 

d. Ensure you have all of the correct information. If not, click Back and update. 

4. Confirmation and Notifications: Click "Refund" to finalize the transaction. A confirmation message will appear and the customer will receive an email notification confirming the refund. Please note it can take 5-10 days for the order to process via Stripe.

The refunded amount will be reflected in your admin order details. If the refund does not appear immediately on the page, try refreshing it.

Canceling an Order After a Full Refund

If you or a customer cancels the order before it is fulfilled and you issue a full refund, you can cancel the order using the refund tool as well. This ensures that the order is properly marked as refunded and closed. It will show as Cancelled in Orders. 

Refund Status

You should be able to see the status of your refund by logging into your Stripe Express account. See article Your Stripe Express Account

Here is a Refund How-To Video

https://youtu.be/ktMoDclL_RE

Need Help?

If you have any questions or run into issues processing a refund, feel free to reach out to Castiron Support at [e-mail].