Mastering Squarespace Orders: Cancellation & Refunds

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Jun 25, 2025 09:35 PM

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Learn how to cancel and issue refunds for Squarespace orders: full refunds cover all costs, while partial refunds exclude shipping. Manage orders through the Squarespace interface to ensure accurate records and customer satisfaction.

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Squarespace

How to Cancel and Refund Orders on Squarespace

Learn to smoothly cancel and issue refunds for Commerce orders on Squarespace.

TL;DR: Key Points

Refunds can only be issued for pending orders. Move fulfilled orders back to pending if needed.

Full refunds cover products, taxes, shipping, and transaction fees. Partial refunds do not include shipping or full transaction fees.

Use the Orders panel in Squarespace for all cancellations and refunds to avoid discrepancies.

Understand the limits and timeframes based on the payment processor. Squarespace follows Stripe's policies.

Understanding Order Cancellation and Refunds

Managing your e-commerce effectively means knowing how to handle cancellations and refunds confidently. For Squarespace Commerce users, different rules apply depending on the type of refund (full or partial) and the payment processor used.

Full vs. Partial Refunds

Full Refunds

A full refund on Squarespace includes the total cost of the products, applicable taxes, shipping charges, and any related transaction fees. When you cancel a pending order, Squarespace automatically initiates a full refund and, if set, restocks the inventory.

Partial Refunds

A partial refund only returns part of the total amount to the customer. This excludes shipping costs and will only return part of the transaction fees originally charged. Partially refunded orders maintain their current status (pending or fulfilled) and won't automatically restock items.

Step-by-Step Guide to Managing Refunds

Step 1: Access the Order

On a Computer: Open the Products & Services panel and select Orders. Choose an order to view its details.

Using the Squarespace App: Go to the Commerce tab, tap on Orders, and select the order you want to manage.

Step 2: Adjust Order Status

For orders that have already been fulfilled:

On a Computer: In the order details, select 'Mark as Pending' then confirm.

On Mobile: Tap 'Manage' or the three dots, choose 'Move to Pending', and confirm.

Step 3: Issue the Refund

To cancel and fully refund an order:

Computer and iOS/Android App: From the order details, select 'Cancel Order,' verify if you want to restock the inventory, and then confirm cancellation.

For partial refunds, edit the refund amount and confirm.

Pixelhaze Tip: Always double-check the restock settings when issuing a full refund to maintain accurate inventory levels.

FAQs about Squarespace Refunds

What if a refund fails? This can happen if too much time has passed, or the payment processor account was changed. Check your relevant payment dashboard for more details.

Who handles return shipping costs? While full refunds on Squarespace include the shipping costs, partial refunds do not. You may need to negotiate this with the customer.

What happens after a refund is processed? The customer will receive an email notification, and the funds are typically returned within 5 to 10 business days, depending on the payment processor.

Jargon Buster

Squarespace Payments: Squarespace's built-in system for handling transactions.

Stripe and PayPal: Online services used to process payments from customers.

Partial Refund: You refund only part of the order's total cost, which may exclude some charges like shipping.

Payment Processor Fees: Fees taken by services like Stripe or PayPal for handling transactions, which may not always be refundable.

Wrap-up

Understanding the refund and cancellation processes on Squarespace helps maintain customer satisfaction and ensures your store operates smoothly. Remember to review each step based on the payment method used and always handle refunds through the Squarespace interface to keep your sales records consistent and clear.