Returns & Refunds
Processing Returns and Refunds
Cartly provides a streamlined process for handling return requests and issuing refunds through Stripe.
Return Requests
Customers can submit return requests from their account page on your storefront. Each return request includes the items to return, the reason for the return, and optional notes. You can also create return requests manually from the admin panel.
Reviewing Returns
Pending return requests appear in the Orders ā Returns section. Review each request and decide whether to approve or decline it. When reviewing, consider:
- Is the return within your return policy window?
- Is the reason valid?
- Has the customer provided photos of the issue (if applicable)?
Issuing Refunds
Once a return is approved (or if you need to refund without a return), navigate to the order detail page and click Refund. You can issue:
- Full refund ā Refunds the entire order amount including shipping
- Partial refund ā Refund specific line items or a custom amount
- Shipping refund ā Refund only the shipping cost
Stripe Refund Processing
Refunds are processed through Stripe and typically appear on the customer's statement within 5-10 business days, depending on their bank. Cartly creates a Stripe Refund object linked to the original PaymentIntent, ensuring a clear audit trail in both systems.
Restocking
When processing a refund, you can choose whether to restock the returned items. If restocked, the inventory quantities are increased at the specified location. If the items are damaged and cannot be resold, leave the restock option unchecked.
Refund History
All refunds are recorded in the order timeline with the amount, reason, and admin who processed them. The order payment status updates automatically: Partially Refunded if some amount remains, or Refunded if the full amount has been returned.
Return Notifications
Customers receive email notifications when their return request is approved or declined, and again when the refund is processed. These emails are customizable in Settings ā Email Templates.