Help CenterHelp Center / Orders · Concept
Exactly what Refund, Refund to wallet, Balance collected and Collect from wallet do to money, the wallet and stock.
When a prepaid order is cancelled or changed, the amount paid no longer matches the total. A yellow box near the top of the order page shows the difference and the buttons to settle it.
| Line in the box | Button | Money | Wallet | Stock |
|---|---|---|---|---|
| Balance to refund | Refund | None moves. Records that you refunded the amount elsewhere. It asks for no method or reference | No change | No change |
| Balance to refund | Refund to wallet | No card or bank money moves | The amount is added to the customer's wallet | No change |
| Pending amount | Balance collected | None moves. Records that you collected the extra amount | No change | No change |
| Pending amount | Collect from wallet | No card or bank money moves | The amount is taken from the customer's wallet | No change |
Each button asks you to confirm, clears its line, and sets the order as paid in full. How-tos: Mark a refund as done, Refund to the wallet, Collect a pending amount.
The box is shown for orders paid in advance (online gateways and the wallet) that have a paid amount. The buttons are hidden from marketplace staff: people who work for a marketplace your shop is listed in, not for your shop.
Cash-on-delivery orders do not use the box. Their Payable amount in the Summary changes instead.
For an online payment, Paid Online : shows the amount and the gateway. Details opens Payment Details with Token, Gateway, Amount, Status, Created At, Last Change and Reference ID. Use the reference to find the payment in your gateway dashboard.
A red Refused capture badge means the gateway reported a payment that the order did not accept. Money may have been taken. Check the gateway and refund it there if so.
Refunds for returned items are handled in Returns. There, Original payment method refunds through the gateway, and is offered only for orders paid with Tabby or Tamara. See Refund a return.
The shop owner and Shop Managers. Every use is recorded in the order's activity. On demo orders the wallet buttons answer Demo order — no payment is processed. and move nothing.