Issuing Refunds

After an order has been paid and invoiced, all of the order, or a portion of it, can be refunded by issuing a Credit Memo.

Create A Credit Memo

  1. From the Control Panel, select Orders > Orders List
  2. Locate the order in the list and click to open.
  3. In the upper left, click the Credit Memo button. (The button appears only if an invoice has been generated for the order.)

  1. From this New Credit Memo page, select the Invoice payment was captured with at the top left. Usually this is your first and only invoice for the order.

The New Credit Memo page looks similar to the Invoicing page, with an Items to Refund section that lists each item from the invoice.

Amounts from the Invoice can be Refunded Offline, or the amounts can be issued as Store Credit.

Refund Items and Return To Inventory

If the product is to be returned to inventory, check the Return to Stock check box.
If the Product will not be returned to inventory, leave the check box blank.


The Return to Stock check box appears only if you have set the inventory stock options to Decrease Stock When Order Is Placed.

In the Qty to Refund box, type the number of items to be returned.

Click the Update Qty's button to recalculate the total. (The amount to be credited cannot exceed the maximum quantity that is available for refund.)

You can also set a Custom Refund Amount to add to the total refunded.

Refund Amount Only

If you are not receiving items back for a refund, you can simply issue a Refund Amount. This can be used for lost or damaged goods for example.

Select the Refund Amount tab and use the right side of the screen to enter the specific amounts you want to refund.

Refund Totals

In the Refund Totals section, complete the following options, as applicable. Note that these might not change the grand total which is based mainly on the products. Your adjustments here will still take affect once you select the refund button at the bottom of the page!

Refund Shipping: Enter the amount to be refunded from the shipping fee. This field initially displays the total shipping amount from the order that is available for refund. It is equal to the full Shipping Amount from the order minus the Shipping Refund, which is the amount that has already been refunded. Like the quantity, the amount can be reduced, but not increased.


Make sure to set Items to Refund Qty to 0 to refund only shipping amount. If you skip this, the entire order will be refunded.

Adjustment Refund: Enter a value to be added to the total amount refunded as an additional refund that does not apply to any particular part of the order (shipping, items, or tax). The amount entered cannot raise the Total Refund higher than the Paid Amount.

Adjustment Fee: Enter a value to be subtracted from the total amount refunded. This amount is not subtracted from any particular part of the order such as shipping, items, or tax.

Comments And Notifications

To add a comment to the credit memo, type the text in the Credit Memo Comments box.

To send an email notification to the customer, do the following:

  • Check the Email Copy of Credit Memo checkbox.
  • If you want to include the comments you have entered, check the Append Comments check box.

To Complete The Process

To complete the process and generate the credit memo, select one of the following refund option buttons, depending on the payment type:

Refund OnlineRefunds your customer for the items being returned through your payment gateway.
Refund OfflineDoes not automatically refund the customer; the actual refund would have to be pushed manually through your payment gateway. This is best for cash refunds or store credit.
Store CreditStore Credit creates a credit on account to use toward a future invoice. It does not refund any payment.


Refund Offline does not automatically refund the customer.

Refund Offline means that the Credit Memo was created in Zoey but did not interact with the payment gateway (credit card). This is best for cash refunds or store credit.

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Do your refund amounts look incorrect? It could be because of Hidden Tax. Check your tax settings

  • What is hidden tax?

When a customer pays tax on a discounted product, they are paying tax on the full price of the item. The amount of tax that is collected for the discount is what we call Hidden Tax.

Hidden Tax only comes into play when; Catalog prices include tax, VAT rate is not 0, and a discount is present.

When a refund is issued for that product, the full tax amount will be returned including Hidden Tax.