Montonio offers several payment services that support refunds:

Refunds can be processed through the Partner System or directly through your store platform, provided that the relevant payment services have been enabled for your account.

Refunds can only be processed and sent to your customer if your account has sufficient balance to cover the refund amount.

If there is not enough balance at the time of initiating the refund, the refund will receive a Pending status. The refund will remain in this status for up to 10 days.

If, during this period, you do not receive enough new transactions through the corresponding payment method to cover the refund amount, the refund will be canceled. You will be notified separately if the refund is canceled.

To check your store's balance in the Partner System, go to Payouts from the left-hand menu and select the relevant store. The store’s balance and payout information will be displayed. If the balance is sufficient, you can proceed with the refund process.

To begin the refund process, navigate to the Orders tab in the Partner System.

Find the order you want to refund and click on it to open the order details. Then, click the Refund button associated with the order. You will be prompted to enter the refund amount.

When initiating a refund, you must specify the amount you want to refund.

The refund amount cannot exceed the total value of the order. However, partial refunds are supported, allowing you to refund only a portion of the order amount. For example, you can issue a refund for 50% of the total order value.

After the refund has been processed, the order status will be automatically updated to reflect the refund outcome.

In this example, 50% of the order value was refunded, so the order status changes to Partially refunded. 👇

You can also issue refunds directly through your store platform for eligible orders if you have activated refund-supporting payment services: Refundable bank payments, Card Payments, and BLIK.

Refunds through store platforms are supported for WooCommerce, PrestaShop, Shopify, and custom integrations.

Below, you will find instructions on how to issue refunds through each supported platform.

To issue a refund through WooCommerce:

If your store has sufficient balance, the refund will be processed in the next scheduled refund session, and the order status will be automatically updated in the Partner System.

You can always check the refund status in the Partner System. The time it takes for the refund to reach the customer depends on the payment method used for the original order.

Before issuing refunds through PrestaShop, make sure that refunds are enabled in the Montonio module.

To enable refunds:

Once refunds are enabled, you can proceed with issuing refunds.

To issue a refund:

If your store has sufficient balance, the refund will be processed in the next scheduled refund session, and the order status will be automatically updated in the Partner System.

You can always check the refund status in the Partner System. The time it takes for the refund to reach the customer depends on the payment method used for the original order.

To issue a refund through Shopify:

When a refund is initiated through the Shopify admin panel, the order status is automatically updated to (Partially) refunded in the Montonio Partner System. ✅

If you choose to do a refund from Montonio Partner System, the order status in Shopify will not be updated to reflect the refund. Shopify does not allow external systems to modify its order statuses.

For accurate order status tracking and reporting, we recommend initiating refunds directly through the Shopify admin panel.

In addition to manual refunds, you can also process refunds using the Montonio API.

For more information on implementing refunds through the API, refer to the refund API documentation: Montonio Refund API documentation.