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Orders & Reporting

Refunds and cancellations

Refunding an order, recording the reason, and the particular problem with refunding personalised goods.

Last updated September 2, 2026

Refunds are issued against the order, with an amount, a reason and a message to the customer. The refund and its status are recorded on the order, so there is always a record of what was returned and why.

Full or partial

A refund can be for part of an order — one line of three, or the shipping only. Put the reason in properly: it is the record you will want when the same customer queries their statement in three months.

Cancelling

Cancelling sends the cancellation message from your store settings. Cancel before production starts wherever you can — after it, you are refunding goods you have already paid to make.

Personalised goods

SAY THE POLICY BEFORE THEY BUY, NOT AFTER

A named, embroidered garment cannot be resold, and consumer refund rules usually treat personalised items differently. Put your policy on the store — in the product description and on a page — so the conversation happens before the order rather than after the stitching.

Where a refund cannot go back the same way

An order paid by invoice or a custom method is not refunded by the card provider — it is a credit on your side. Record it on the order anyway, so the store's sales figures and your accounts agree.

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