[Coming Soon] Online Auto-Refund for Cancelled Orders｜SHOPLINE Payments

The "Online auto-refund for cancelled orders" feature helps streamline store operations. Once enabled, if a store or customer cancels an order paid through SHOPLINE Payments, the system will automatically issue an online refund. 

This article will cover the following:

• How to enable the feature
• Online auto-refund process
• Refund logic

1. How to enable the feature

Step 1

In the SHOPLINE Admin, go to [Settings] > [Order Settings]. Switch on the "Online auto-refund for cancelled orders" toggle.

Step 2

Click Update at the bottom of the page to enable the feature.

2. Online auto-refund process

After the feature is enabled, the system will automatically process refunds when the following actions occur and the order meets the required conditions:

• When the merchant updates a single order status to "Cancelled" in the Admin.
• When the merchant updates multiple order statuses to "Cancelled" in the Admin. 
• When the merchant updates an order status to "Cancelled" via the "Update Order Status" or "Cancel Order" API.
• When the customer cancels an order directly on the storefront. For details, please refer to Cancel Order By Customer | Order Management.

Single order refund

Go to [Order Management] > [Orders], click the order number to open the order details page, and change the order status to "Cancelled."

A pop-up window with an "Online auto-refund" reminder will appear. Click OK, and the system will automatically process the online refund.

Bulk order refund

You can also automatically process online refunds for multiple cancelled orders at once. Go to [Order Management] > [Orders] and select the orders. From the "Bulk Actions" drop-down menu, choose "Update Status" > "Order Status" > "Cancelled", then click Update.

A pop-up window with an "Online auto-refund" reminder will appear. Click OK, and the system will automatically process the online refund.

Go to [Reports & Analytics] > [Bulk Action Progress] to view the results of automatic refunds. If there are failed refunds, you can download the failure report to check the failed order numbers.

*Notes: 

• The overview and failure report only include supported payment methods. Orders paid with unsupported methods (e.g., Bank Transfer) will not be included in the overview or the failure report.

• For example: In the screenshot above, two orders were selected and set to "Cancelled". One order was paid by credit card and the other by bank transfer. In the "Bulk Online Order Refund" task, only the successful refund (credit card payment) is counted, while the bank transfer order is not included.

3. Refund logic

i. Supported scenarios and limitations

• This feature is only available to merchants who have integrated SHOPLINE Payments and whose accounts are active.
• This feature is available only for SHOPLINE Payments payment methods with online refunds available in the SHOPLINE Admin.
• This feature is not available for merged orders or child orders created after order splitting.
• Employees must have the "Refund" permission to manually process refunds. However, once this feature is enabled, if an employee without this permission changes an order status to "Cancelled", the system will still automatically process the online refund for that order.

ii. Refund activities logs

If a refund is successfully initiated, the order activities logs will show "Refunding", "Refunded", or "Partially Refunded".

If a refund request fails, the order activities logs will show "Failed to initiate order online refund".

*Note: This log does not necessarily mean the refund itself has failed. An order may show "Updated Order Payment As Refunding" but still encounter an actual refund failure later. In such cases, the refund failure will be displayed in the payment information.

iii. Refund Amount

• When the system processes an automatic online refund, it will refund the remaining balance of the order in full.

  • If no refund has been made for the order, the refund amount = the full order amount.

  • If a partial refund has already been made, the refund amount = order amount – amount already refunded.

• The refund amount is not affected by any changes to the order amount made after payment. Even if the merchant edits the order to adjust the order amount after the customer has paid, the refund will still be calculated based on the original order amount at the time of payment.

• If a parent order is cancelled after the order has been split, the system will initiate the refund based on the original total amount of the parent order, rather than its remaining balance.

iv. Multi-attribute products order refund logic

When an order contains multi-attribute products, if you request a refund for one of the orders, all orders under the same cart number will show the payment status "Refunding", "Refunded", or "Partially Refunded". However, the actual refund amount will only cover the order you selected.

For example: 

• There are three orders: A, B, and C. When Order A is set to Cancelled, the payment status for Orders A, B, and C change to "Refunding", and once the process is completed, they will show "Partially Refunded".

• The actual refund amount will only be the order amount of Order A (TWD 3).

For other situations, please refer to the following examples:

Read more

• Cancel Order By Customer | Order Management
• Multi-Attribute Products Order Checkout
• Refund | SHOPLINE Payments (HK)
• Refunds | SHOPLINE Payments (Singapore)
• 信用卡退刷流程｜SHOPLINE Payments (台灣) (Available in Traditional Chinese only)