Refunds, Returns & Order Edits

Overview

Even a great store needs to reverse and change orders. StretchShop lets you edit an order, cancel it, issue refunds (full or partial), and process returns with received-item tracking. This guide covers each and how they interact with stock and payments.

Edit an order

Use Edit order to change an order after it's placed — for example to add or remove a line, fix a quantity, or adjust details before fulfillment. StretchShop recalculates the order so totals stay correct. Edit before fulfilling wherever possible so shipments match the final order.

Cancel an order

Cancelling voids an order that will not proceed.

1. Open the order and choose Cancel.
2. Confirm. The order moves to cancelled.
3. Stock is restocked once — the units reserved at checkout are returned to inventory automatically, and the restock only happens a single time even if the action is retried.

Cancel when nothing has shipped and no money needs returning beyond the void. If a payment was captured, use a refund.

Issue a refund

Refunds return money to the buyer.

1. Open the order and choose Refund.
2. For a full refund, leave the amount empty to refund the order total. For a partial refund, enter the amount in cents (for example 1500 for $15.00).
3. Add an optional reason.
4. Confirm. If online payments are enabled and the order has a captured payment, StretchShop creates the gateway (Stripe) refund first, then marks the order refunded. Stock is restocked once.

Partial refunds are ideal for price adjustments, a damaged item, or refunding shipping only.

Process a return

Returns track goods coming back, separately from the money movement.

1. From the order, choose Create return and select the items and quantities the customer is sending back.
2. The return is created in an open state and appears under the order's returns and in your global Returns list.
3. Update the return's status as it progresses.
4. When the goods arrive, open the return and click Receive to record the items as received back.
5. Issue a refund or store credit as your policy dictates — returns and refunds are separate steps, so you control exactly when money moves.

A realistic example

A customer bought 3 mugs for $60.00 and one arrived chipped. You create a return for 1 mug, and when it arrives you click Receive. Because it was damaged, you issue a partial refund of 2000 ($20.00) with reason "Damaged in transit"; Stripe refunds the card and the single mug is restocked. The order now shows a return received and a $20.00 refund on its timeline, while the other two mugs remain fulfilled.

Tips

• Edit before you fulfill. Changing an order after shipment creates reconciliation work.
• Use partial refunds for goodwill gestures and shipping-only refunds without cancelling the whole order.
• Keep returns and refunds as distinct steps — receive the goods first, then decide on the money.
• Add a reason to every refund and a timeline event for context; it makes disputes and reporting far easier.

Troubleshooting

• Refund didn't reach the card — online payments must be enabled and the order must have a captured payment; otherwise the refund is recorded locally only.
• Stock looks doubled after cancel/refund — restock runs once by design; if counts look off, check for a separate manual adjustment.
• "Order not found" / bad status — refresh the order; only valid orders in an appropriate state can be edited, cancelled, or refunded.
• Return shows nothing received — you must click Receive on the return once the goods physically arrive.