Refund an order

Open the order in your admin and use the Refund card. The money goes back through the same gateway that took it, straight from your account to the customer's — Niblr is never holding it. You can refund the whole amount or part of it, and you can come back and refund more later, up to what the order was worth.

How do I refund an order?

1. Go to Orders and open the order.
2. In the Refund card, press Issue a refund.
3. Enter the amount in your store's currency.
4. Press Confirm refund.

Niblr checks every rule before it contacts your gateway, sends the refund, and only then updates the order. If the gateway rejects it, nothing on the order changes — you'll never see an order claiming it was refunded when the money didn't move.

Can I refund only part of an order?

Yes, and you can do it more than once. Each partial refund adds to what's already gone back, and the card shows what's left. Once you've refunded something, the button becomes Refund the rest so you can close it out in one press.

A partial refund does not mark the order refunded. It stays at whatever fulfilment status it had — a partly-refunded delivered order is still delivered. Only refunding everything flips the status to Refunded.

That distinction matters for your numbers. A partial refund is netted off the order's value, so the order still counts as a sale that simply brought in less than it charged. A full refund reverses the sale and drops it out of revenue entirely.

Which gateways can Niblr refund through?

Stripe and Razorpay. Both can be refunded from inside Niblr.

For any other gateway, Niblr will tell you so rather than pretending: issue the refund from that gateway's own dashboard, then mark the order refunded here so your records match.

You can still refund an order taken through a gateway you've since switched off. Turning a gateway off stops new checkouts using it; it doesn't strand the orders it already took. Your saved keys need to still be in place — see accepting payments.

Why is my refund being refused?

Each of these has its own message, because each needs a different fix:

What you'll see	What's happening
This gateway does not support refunds through Niblr	Refund it in the gateway's dashboard, then mark the order refunded here.
Authorised but never captured	The payment was approved but the money was never taken, so there's nothing to send back. Releasing it is a void, not a refund — see below.
This order has not been paid	No captured payment exists.
A cancelled order has no captured payment to refund	Cancelled orders aren't refundable.
Already fully refunded	Nothing remains.
That is more than the amount remaining	Refunds can't exceed the order total, across all partials.
No saved credentials for this store	The gateway's keys aren't in Settings, so Niblr can't authenticate the refund.
No gateway payment reference	The order has nothing to refund against — typically a manual or offline order.

The authorised-but-not-captured case is the one that catches people out. An authorisation that's released isn't a refund, it's a void, and treating it as a refund would either fail or double-handle the money.

Releasing an authorisation isn't something Niblr can do for you. Cancelling an order here changes its status and nothing else — it never contacts your gateway. To release an uncaptured authorisation, void it in your gateway's dashboard, or leave it to expire on the gateway's own schedule.

When does the customer actually get their money?

That's between your gateway and the customer's bank, and Niblr has no say in it. Once the gateway accepts the refund, the timing is theirs — card refunds commonly take several business days to appear on a statement. Check the gateway's dashboard for the authoritative status of any individual refund.

What does a refund change — and what doesn't it?

It changes: the amount refunded on the order, the order's status if you refunded everything, and your revenue figures.

It does not:

• Put stock back. Refunding doesn't restock the items. If the goods are coming back to you, adjust the stock on those products yourself.
• Email the customer. Your gateway may send its own notification, but Niblr doesn't. Tell the customer yourself if it matters.
• Amend the invoice. The original invoice stands as issued, and Niblr doesn't produce a credit note. If you're VAT-registered and need one, raise it however you normally would.

Can I cancel an order instead?

You can set an order's status to Cancelled, but be clear about what that does today: it is a status change and nothing more. It doesn't contact your gateway, doesn't move money, and doesn't void an authorisation.

So the two cases split:

• The order was paid. Refund it here. Cancelling instead would just mislabel an order whose money you still hold.
• The order was only authorised, never captured. Void it in your gateway's dashboard, or let the authorisation lapse. Mark it Cancelled in Niblr so your records agree — but do that as bookkeeping, not as the thing that releases the money.

Your full order history, including refunded amounts, exports as a spreadsheet on any plan.