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Refund an order

Adjust a captured-payment order, review the amount, then submit and verify the refund.

YOU WILL LEARN

How to adjust a paid order, submit the correct refund amount and check what was recorded.

BEFORE YOU START

You need access to the order on the correct Sprii Page. Its payment must be successfully captured, with money remaining to refund. The payment method must support refunds through Sprii.

All pictured quantities and amounts are fictional examples.

Open the order and check payment

  1. In Sprii, go to Campaigns Campaigns selected in Sprii navigation and open the campaign. Choose Open > Orders, then click the order row.

    Campaign Open menu with Orders
  2. In Order information, check Captured Amount. Open Transactions to confirm the payment succeeded and compare Captured with any amount already Refunded. Return to Order information to make the adjustment.

    Order information with fictional Captured Amount of 100.00 and Transactions tab

Important: An order stage, including Completed, does not establish that payment was captured.

Adjust the amount to keep

Each editor opens with the current value. Save becomes available after you change it.

  1. For returned products, find the product row and click the pencil in Quantity.

    Quantity column excerpt with fictional quantity 2 and its round pencil edit control

    Enter the quantity that will remain on the order and click Save. If you enter zero, confirm the product removal.

    Untouched Quantity editor pre-filled with fictional quantity 2; Delete and Cancel visible, Save disabled
  2. If the order has a Shipping cost row and you are refunding that charge, click its pencil.

    Shipping cost row with fictional charge 5.00 and its round pencil edit control

    Enter the shipping charge that will remain and click Save.

    Untouched shipping amount editor pre-filled with fictional value 5, corresponding to charge 5.00; Cancel visible, Save disabled

These edits change the order total. They do not send money back.

Submit and check the refund

  1. Check Ready for refund after saving the adjustment. It shows captured funds minus previous refunds and the new order total. For example: 100.00 captured, no previous refund and a new total of 80.00 leaves 20.00 to refund.

    After adjustment: fictional total 80.00, captured 100.00 and Ready for refund 20.00

    Important: The Refund button shows the amount, for example Refund 20.00. It submits immediately, with no second confirmation dialog.
  2. Compare the button's amount with the amount you intend to return. Click the Refund button once only when its amount is correct.

    Refund 20.00 button, fictional amount
  3. Open Transactions again. Check that Refunded increased by the submitted amount. The row also shows Requested and Captured.

    Illustrative Transactions row: Requested 100, Captured 100, Refunded 20
  4. Check the same refund in your payment provider before telling the shopper it was accepted.

Matching Sprii and provider records confirm the submission. The provider controls processing and when the shopper receives the money.

Limitations

Important: If the action hangs, the amount does not update, or the records disagree, do not submit another refund. Check the provider's record. Sprii does not retry automatically.

A refund made in the provider portal is not automatically reflected in Sprii. Handle payment methods without Sprii refund support with the provider; Ready for refund alone does not establish that Sprii can process it.


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