Refund or cancel an order

Refund from the order page in Marketsy. The money goes back through Stripe or PayPal, the order is cancelled, and the buyer loses access to what they bought.

Refund an order

1. In your admin, go to Orders and open the paid order.
2. Click More actions (⋯) → Refund.
3. Check the amount in the confirmation and click Yes, refund.

You see Refunded. The customer gets the money back in a few days. The order now shows Refunded and moves to the Cancelled tab.

What a refund does

• The whole order total goes back through the payment provider. Marketsy doesn't do partial refunds.
• The buyer's downloads and lessons stop opening. Their order page says the order was refunded.
• Licence keys from the order are turned off.
• Any subscription from the order stops.

Memberships

For a membership, the refund is the unused part of the latest payment, worked out from the days left. One-time charges paid with it aren't refunded. Wait for the confirmation to show the amount before you click. The membership stops at once and the buyer loses access.

To end a membership without a refund, use Stop renewing in the same menu. The member isn't charged again. See Sell a membership or subscription for what members keep.

Refund in Marketsy, not in Stripe or PayPal

Tell the buyer

Marketsy doesn't send the buyer an email about the refund. Write to them yourself. Their email address is on the order page.

Manual, free and test orders

Orders recorded with Mark as paid, free orders and test orders show Cancel order instead of Refund. Click it, then Yes, cancel it. No money moves: the buyer loses access to the downloads, and any subscription from the order stops. If you took money outside checkout, pay it back the same way.