Orders paid via Stripe (card payment) in the CMS can be refunded directly using the CMS Commerce module. For financial tracking, we recommend using the CMS refunding tools for clear record-keeping of online transactions via Stripe. The refund amount will be the full order amount. Please note that Stripe’s transaction fee is not be returned to your business with the refund, however the full amount is paid back to the customer. The business must cover the transaction fee cost.

Refunds are processed immediately if sufficient funds are available in your Stripe account, with funds appearing in the customer’s account within 5-10 business days. If your Stripe balance is insufficient, the refund will remain pending until your account is topped up.

Should your Stripe account require additional funds to honour the refunds, there are steps to do this outlined on Stripe's documentation: Stripe Docs - Add funds to your Stripe balance

In some cases, refunds may be processed as reversals, where the original payment disappears from the account statement and the balance reflects as if the charge never occurred. Read more about Customer refund processing time on Stripe

Before you bulk update orders, please note that the Order Status automatic notification email, if set to active, will be sent with the change of Order status. If you send this email as part of your system process, just bear in mind the template applies to all order status changes.

Instruct CMS to Bulk Refund Orders

1. Open Commerce
2. Click Orders
3. Click Bulk Update button
4. Select the orders you want to refund
   • Only Orders paid by card via Stripe will be refunded automatically
   • Refunds are not automatically issued to orders using the Deferred Payment method - these need to be manually paid
5. From the 'Update Order Status' dropdown, choose the new status you want to apply after the update is made
   • This will mark all selected orders with this chosen status
   • This will be visible on the Orders list view, in the Order Status column, and on the Order Details
   • On the Order Details, under the Transactions 'Show Transactions' details, you will see the amount in the REFUND column. 
6. From the 'Take Actions' dropdown, choose 'Refund' 
   • This will refund all selected Stripe Payments
   • Any orders paid by Bank Transfer will show 'Refunded' as the new status, however these should be issued their refund by your financial manager. 
7. Click Update Orders