Note: You can only refund an order that has the status Captured and Partially captured.
How to refund order line(s)
An order line is a single line in the order list.
Follow these steps to refund all, or a selection of order lines from an order: If you encounter issues during the refund process, such as blocked refunds, check for active disputes or user-permissions issues to resolve the problem.
Open the Kustom portal and sign in.
Navigate to Orders from the menu on the left.
Find the order by using the order reference, order number, customer name, or email address.
Click the order to open the order drawer.
In the top-right corner of the order drawer, click Refund.
A refund window appears.
Select Refund by item and ensure that only the order line checkboxes you want to refund are selected.
Click Confirm.
You have now refunded the selected order line(s).
If the refund does not process successfully, review the order's disputes section or check user permissions as these could block the refund action.
Additionally, ensure that the authorization has not expired as this could be another potential cause for the issue.
How to refund an amount
Follow these steps to refund a specific amount on an order:
Open the Kustom portal and sign in.
Navigate to Orders from the menu on the left.
Find the order by using the order reference, order number, customer name, or email address.
Click the order to open the order drawer.
In the top-right corner of the order drawer, click Refund.
A refund window appears.
Select Refund amount.
Add the relevant fields for the refund:
Amount
Tax rate (the tax amount will populate automatically based on the selected rate)
Tax amount
Name of refund
Click Confirm.
You have now refunded an amount on the order. If the refund fails, verify if the amount has already been refunded in dispute resolution or check for permissions-related issues.
How to add a return fee
If your terms and conditions allow you to charge customers a return fee, you can add this in the Kustom portal before refunding the order.
Follow these steps to add a return fee:
Open the Kustom portal and sign in.
Navigate to Orders in the menu.
Find the order by using the order reference, order number, customer name, or email address.
Click the order to open the order drawer.
In the top-right corner of the order drawer, click Refund.
A refund window appears.
Select Refund by item and mark the order line(s) you want to refund.
Click Add return fee (this expands the return fee section).
Add the relevant fields for the return fee:
Amount
Tax rate (the tax amount will populate automatically based on the selected rate)
Tax amount
Name of return fee
Click Confirm.
You have now refunded the selected order line(s) and added a return fee. If issues arise with adding return fees, confirm whether permissions are sufficient and ensure there are no active disputes affecting the fee addition.
Note: The return fee cannot exceed the value of the order
What happens when I refund an order?
If a customer has paid for the order a refund initiates the repayment process to the customer.
If a customer has not yet paid for their order a refund reduces the amount the customer should pay.
The refunded amount will be deducted from your next payout and will be visible on your next settlement report.
If refunds are blocked due to disputes, verify the dispute status and resolve it before retrying the refund.
Important to know about editing order amounts before capture
If you change the order amount before capturing (activating) the payment, Kustom will automatically release the difference.
For example: if the original order amount was 1000 SEK and you change it to 900 SEK before capture, once you capture the order, the remaining 100 SEK authorization will be released. No additional action is needed.
For direct payments (Klarna direct, Visa, Mastercard for instance), the customer will only be charged the new amount.
For Klarna invoice, the invoice generated when you capture the order will reflect the updated amount.