Refund | SHOPLINE Payments

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*Only support HKD stores/Hong Kong-based merchants. 

Full or partial refunds made by SHOPLINE Payments require one working day to be processed. Customers will have the refunded amount credited to the credit card used to make the order within 2–4 weeks. The actual time taken to complete a refund will depend on the process/timeframe used by a customer's bank. 

In this article, you'll find

 

1. Process refunds

Step 1

In SHOPLINE Admin, go to [Order Management] > [Orders] and choose the order to be refunded. 

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Step 2

Go to the order details page and click on the Refund button in the "Payment details" section. 

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Step 3

In the pop-up window, enter the refund amount and any remarks, then click Next

*Notes: 

  1. The refund amount cannot be larger than the original order total.
  2. The minimum refund amount is HK$1.
  3. For partial refunds, please enter the total amount to be refunded. 
  4. Customers will be notified of a refund by email automatically.
  5. Orders can be refunded within 180 days after the transaction. If the transaction has been done over 180 days, it is recommended that you refund the customer offline.
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Step 4

After confirming the refund information, click Refund to complete the process. 

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After completing the refund online, the system will automatically change the refund status. On the order details page, the payment information will also show the "Refunded" status.
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Partially Refunded payment status

After partially refunding an order, the payment status will change automatically to "Partially Refunded". 

*Note: The Partially Refunded status is currently only displayed in [Order Management] > [Orders]. It is not shown in [Return Orders]. 

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The "Partially Refunded" payment status will now be displayed on the order details page, along with other related information. 

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2. Notes

  • If the account balance is insufficient for the refund, you can top up the account balance through a bank transfer. For details, please refer to this article section.
  • The refund feature is currently unavailable for child orders in a parent/child order split. After refunding the parent order, you must then manually edit the payment status of the child order. For a more detailed guide, please see: Order Split
  • Using SHOPLINE Payments' refund feature will incur a HK$1 transaction charge. Although the full refund amount will be deposited on a customer's card, the system will also deduct this non-refundable transaction charge. SHOPLINE Payments Alipay online refund has no refund fee, and the transaction fee for that refund can be refunded.
  • After the refund is completed, the system will automatically change the refund status. If you manually adjust the order's payment status to "Refunded" (without completing the above procedures), the system will not execute a refund for the order.
  • If the customer pays with the consumption voucher via AlipayHK and needs to arrange a refund: If the consumption voucher has expired at the time of refund, but the refund is made within one month after the validity period of the consumption voucher, all refunds will be issued to the customer in terms of a new consumption voucher. The validity period of the new consumption voucher is the end of the month in which it is reissued. If the refund is requested over one month, or the reissued voucher expires, the refund amount will be returned to the government. Please contact the AlipayHK customer service hotline: +852-2245 3201 directly for follow-up inquiries.
  • Orders can be refunded within 180 days after the transaction. If the transaction has been done over 180 days, it is recommended that you refund the customer offline.
 
 
 
 
 
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