Refunding Orders

In this article, we’ll walk through how to refund payments on your orders. RoasterTools lets you refund any paid order, no matter the payment type. You can choose to refund the full amount or just part of the order, depending on your needs.

All payment and refund activity is automatically tracked in your order’s order history, so you’ll always know when an order was paid, how it was paid, and whether any refunds were processed.

Refund Entire Order

1. Open the invoice for the order
2. Scroll down to see the history for that invoice
3. Click Refund Payment

Partial Refund

When you are updating an invoice to reflect a change in quantity fulfilled  or if you are needing to adjust the unit price you can issue a partial refund.

1. Press Edit Order
2. Edit the quantity or apply a discount of the item that has changed.
3. You will see the balance due section update from $0 to a new negative amount that they are owed.
4. Press Refund
5. Enter in the amount to refund them -> confirm
6. Review that the balance due is $0 again.

ACH Refunds

When you process a refund via ACH, it may take a little longer than a credit card refund. Because ACH payments move through a verification process, the bank needs time to confirm and verify funds before the refund is complete. During this time, the refund will show as Pending, and all other payment or refund actions will be temporarily locked until it’s finished.

This ensures your records stay accurate and prevents overlapping transactions while funds are being verified.

Processing an ACH Refund

1. Open the order with a cleared ACH payment. You will not be able to refund a pending transaction.
2. Start refund: Click Refund in the order History to open the popup.
3. Amount: Choose full or partial and enter the amount.
   • Note: For partial refunds, edit the order first (see process above) before issuing the refund.
4. Acknowledge: Check the mandatory checkbox to proceed.
5. Notifications (optional): Before submitting, you can confirm your refund notification settings directly from the popup.
6. Submit: Click Submit. Status becomes Pending and other payment/refund actions are locked.
7. Confirmation: Status auto-updates to Succeeded or Failed once funds are verified and an email is sent if enabled.
   • Succeeded: Balance Due adjusts by the refunded amount.
   • Failed: Balance Due unchanged.

ACH Refund Notifications

Refund notification emails are sent only after a refund completes—either successfully or unsuccessfully.

No notifications are sent while a refund is still Pending.

• Who gets notified: the user who initiates the refund.
• Where to manage: Update your settings in either the Refund modal or your Notification Settings page—both stay in sync.

Syncing Refunds

At this time you are unable to sync refunds to your accounting software, this is coming soon!

FAQ

Q: Can you issue credit to a customer rather than refund them?

A: No. at this time we only offer refunds.