Can I refund a customer from OrderPilot?

In the appPayments and signaturesUpdated 2 Nov 2026

Short answer

Yes, Refund Payment records a cash refund that you return yourself.

It does not refund the customer's card or restock goods.

For a card refund or item return, open the Shopify order and handle the refund there. Shopify's refund updates sync back to OrderPilot.

Full guideReview payments and invoices, and refund a payment

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Does closing a customer's change request cancel or refund their order?

No. Settling a change request does not cancel an order or issue a refund. Complete the conversation and check the resulting quote, then handle any cancellation or refund through its own action.

Keep the request open until the customer's question or proposed change has actually been settled.

Open its own page Full guide: Handle a customer's change request

Do refunds reduce commission?

Yes, by default refunds take back the corresponding commission share. In SettingsPurchasing & accountingCommissions, the Refunds choice can instead be Only show them, which lists refunds without reducing commission. Save the setting and check the commission report against the rule your store chose.

Open its own page Full guide: Set up commission

Does a refund end warranty cover?

A Shopify refund ends coverage when it includes a return of the affected units. A refund without a return, or cancellation in Shopify, leaves coverage unchanged. If the customer actually returned a unit, use Mark returned… in the order's Warranty panel to record the return and stop that unit's coverage.

Open its own page Full guide: Start, end or extend coverage by hand