Refunds

You can refund an order straight from inside PantryClub Connect. When you do, both Shopify and PantryClub are updated together, so your records stay in step and any stock is put back in the right place.

To start, open the order (see Orders) and click Refund order.

Screenshot placeholder: the refund page.

When refunds are available

You can refund an order while it’s still early in its journey. Once an order has reached Collected, Out for delivery, or Delivered, the refund option is switched off — at that point the order has already left the warehouse.

Two ways to refund

Full refund (cancel the order)

This refunds everything — all items and the shipping — and cancels the order in PantryClub. There’s an option to notify the customer by email.

Partial refund

This refunds some of the order. You choose a quantity to refund for each line (up to the amount that’s still refundable), and you can:

• add a reason note, and
• choose whether to email the customer.

Note that shipping is not refunded on a partial refund.

Where the refunded stock goes

When you refund, the items are put back into stock. Where they go depends on how your storefront is set up:

• If you’ve switched on live inventory (the delivery embeds — see Live inventory setup), the stock goes back into PantryClub.
• If you haven’t, the stock goes back into your Shopify inventory.

The refund screen tells you which will happen. If it can’t tell which mode you’re in, it warns you so you can check.

If something goes wrong

The refund screen handles the common problems clearly:

• If PantryClub can’t be reached, you’ll see “Couldn’t reach PantryClub to record the refund. Please try again.” — wait a moment and retry.
• If PantryClub rejects the refund, you’ll see the reason.
• If the refund is recorded in PantryClub but Shopify then fails, the app rolls the refund back so the two systems don’t disagree.
• In the rare case it can’t roll back, you’ll see a message asking you to contact support — please do, and we’ll reconcile it for you.