Manage sales and customers · 3 min read

Refund an order

Refund carefully from the order detail page and know what changes afterward.

Refunds are simple, but they are worth doing slowly. The order detail page gives you the buyer, product, amount, payment, and delivery context before you take action.

After refunding, the order remains visible for history and support. That is useful; you still want to know what happened even when the money was returned.

Before you start

  • Open the exact order you want to inspect.
  • Confirm the buyer email, product, and amount before refunding.

Refund with context

  1. 01

    Verify the order header

    Check the order status, amount, buyer, and product first. This prevents refunding the wrong purchase when a customer has more than one order.

    Cropped screenshot of the order detail header.
  2. 02

    Use the refund control

    If the order can be refunded, the refund action appears on the order detail page. Submit it only after checking the payment and delivery context around it.

  3. 03

    Expect the order to stay visible

    Refunded orders remain in Zwely for support, reporting, and history. They should not disappear, because future support questions still need context.

  4. 04

    Know what happens to validation

    Refunded, failed, or inactive orders do not return a valid license response. That keeps software access aligned with active purchases.

Good to know

  • Stripe controls the timing of funds returning to the buyer after a refund is created.