How to Cancel and Refund Orders on Squarespace
Managing refunds and cancellations properly keeps your customers happy and your business running smoothly. Here's how to handle both full and partial refunds in Squarespace, plus the key details you need to know about fees and processing times.
TL;DR:
- Only pending orders can be refunded directly – completed orders need to be moved to pending first
- Full refunds cover product costs, taxes, shipping, and some transaction fees
- Partial refunds let you specify exact amounts but don't automatically restock inventory
- Squarespace Payments fees aren't refundable, and processing times vary by payment method
- You can still process refunds even if your website expires
Canceling and Issuing a Full Refund
Step 1: Open the Order
On a Computer: Go to Commerce > Orders in your dashboard. Click on the order you want to refund.
On the Squarespace App: Tap Commerce, then Orders, and select the order.
Step 2: Change the Order Status
Orders must be set to "Pending" before you can refund them.
On Computer or App: In the order details, click "Mark as Pending" or "Move to Pending" and confirm.
Step 3: Cancel and Refund
Once the order shows as pending:
On Computer: Click the three dots menu, then "Cancel Order". Tick "Restock Inventory" if you want items returned to stock, then confirm.
On App: Tap "Manage" or the three dots, select "Cancel Order", choose whether to restock, and confirm.
Quick tip: If you don't restock automatically, you'll need to adjust your inventory manually later.
Issuing a Partial Refund
Sometimes you only need to refund part of an order – maybe for a damaged item or to resolve a dispute.
- Find the order: Go to Orders and select the order you want to partially refund
- Start the refund: Click or tap "Refund"
- Set the amount: Enter the refund amount you want to issue
- Process it: Confirm the refund – your customer gets notified automatically
Important: Partial refunds don't change the order status. You can still mark it as fulfilled later without affecting the refund.
What You Need to Know About Fees and Timing
Squarespace Payments fees aren't refundable. If you used a third-party processor like PayPal or Stripe, check their refund policies.
Processing times depend on your payment processor and the customer's bank. Most refunds appear within 3-5 business days, but some can take longer.
Failed refunds can happen due to processor delays or account issues. Check your payment dashboard if a refund doesn't go through.
FAQs
What happens if a refund fails?
Check your payment dashboard for the status. Refunds can fail due to processor delays or issues with the customer's payment method. You might need to contact your payment processor directly.
Who pays for return shipping?
That's up to you. Full refunds include the original shipping cost, but you can issue a partial refund to exclude shipping if that's your policy.
Can I still process refunds if my website expires?
Yes, you can still access the Orders panel and process refunds even on an expired site.
Do I have to restock inventory when I cancel an order?
No, it's optional. You can choose whether to restock when you cancel, or handle inventory adjustments manually later.
Jargon Buster
Payment Processor: The service that handles your online payments, like Stripe, PayPal, or Square.
Transaction Fee: The charge your payment processor takes for handling each transaction.
Chargeback: When a customer disputes a charge with their bank, and the bank forcibly returns the money. This is different from a refund you initiate.
Pending Order: An order that's been placed but not yet marked as fulfilled or completed.
Wrap-up
Getting refunds right is crucial for customer satisfaction and your business reputation. The key things to remember are that orders need to be pending before you can refund them, and you have control over whether to restock inventory.
Keep an eye on your payment processor's policies and timelines so you can set accurate expectations with customers. When in doubt, process refunds promptly – it's usually better for your relationship with the customer and can prevent disputes or chargebacks down the line.
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