What is the Shopify refunds feature?
This feature lets Shopify merchants trigger refunds directly from our dashboard.
No need to go into Shopify, find the order, and process the refund separately — it can now be done in one place. This saves time, reduces refund inconsistencies, and provides a clear history of return activity.
How do I enable Shopify refunds?
Go to the Configuration page, open the Return Policy tab, and toggle on Enable Shopify refunds.
How do I accept the latest At Last Shopify app permissions?
To enable Shopify refunds and the Store Credit Bonus, you'll need to accept the latest permissions for the At Last Shopify app.
Go to your Shopify admin dashboard
Click the Apps in the sidebar
Select At Last from the list
Click Update to accept the latest permissions request
How do Shopify refunds work?
Once a return has been created:
Go to the Refunds list page in the dashboard.
Select the return and confirm the refund amount.
Click Approve refund.
In the popup, check Create refund in Shopify if you want the refund to be automatically processed in Shopify.
If unchecked, the return will still be marked as refunded in our dashboard, but no refund will be created in Shopify.
Can I refund more than what was returned?
The maximum refund allowed is the total value of the order.
If you try to refund more than this, the refund will not be created in Shopify but the return will still be marked as refunded in our dashboard.
How do I know if a refund was created in Shopify?
The Transactions section on the refund page will show whether the refund was automatically created in Shopify.
If not, you’ll need to create the refund manually in Shopify.
Will the customer be notified of the refund?
Yes. If the refund is successful, Shopify will automatically send the customer an email confirmation.
Can refunded items be restocked in Shopify?
Yes. If you select the Restock items checkbox when processing the refund, Shopify will restock those items to the store location where they were originally fulfilled from.
How do I enable Store Credit as a refund option?
Go to the Configuration page, open the Sell & Exchange tab, and toggle on Enable Store Credit.
Once enabled, customers will see Store Credit as a refund option in the returns portal.
When viewing a return in the dashboard, you’ll also see which refund method the customer selected, so you can process it accordingly.
How does Refund as Store Credit work?
If you select the Refund as Store Credit checkbox when processing a refund, Shopify will issue the specified amount as store credit instead of refunding it to the customer's original payment method.
The customer will receive an email notification indicating that the refund was issued as store credit, along with a link to their store profile where they can view and use their credit.
Before using this option, make sure that in your Shopify's admin dashboard settings the store credit feature is enabled so your customers can spend it.
If a customer later requests a refund to their original payment method instead, you’ll need to make the change directly in Shopify by:
Finding the customer and adjusting their store credit balance accordingly.
Opening the original order and processing a new refund to the original payment method.
You can set an expiry date for the credit after selecting the Store Credit option.
How does the Store Credit bonus work?
If a refund includes a Store Credit bonus, this bonus amount is issued separately as Store Credit and added directly to the customer's Shopify account. This Store Credit will expire after 12 months.
The bonus can’t be included in the original order refund because Shopify doesn’t allow refunds that exceed the order’s total value. To work around this, the additional amount is applied as Store Credit instead.
You can view this in the Shopify admin by opening the customer profile and checking their Store Credit details.
What should I do if a Shopify refund fails?
A refund may fail to automatically create in Shopify for several reasons, including:
A refund was already created manually in Shopify.
The refund amount exceeds the maximum allowed on the order.
The payment method doesn’t support automatic refunds (e.g. cash, bank deposit, gift cards).
The order was paid across multiple transactions (we only support single-transaction refunds).
Returned items were removed or edited in Shopify, affecting refund eligibility.
What to do: If a refund fails, you can still create it manually in Shopify. We’re also notified of failed refunds and can provide more detail if needed.
Are there fees to use Shopify refunds?
There is a 0.5% processing fee, applied to the total value of each Shopify refund.
Can refunds be triggered automatically on QA acceptance or return delivery?
Not yet. We plan to add more trigger options for automatic refunds, including on QA acceptance and on return delivery.