Refund Process
In most cases, you’ll be issuing either a full refund or a partial refund.
If a customer asks to return an item, keep in mind that we don’t process returns. For us, a “return” request is handled as a refund.
We issue all refunds ONLY on CheckoutChamp (NOT on Shopify) !
Step 1: Check first
Find the customer and their order on both Shopify and Checkout Champ
Review the entire order: what items are listed, what was paid,and ensure the amounts in Shopify and CheckoutChamp match.
Check for multiple or duplicate orders. Customers may accidentally place more than one order, so it’s important to find and see all their orders. Searching by email in Shopify helps you confirm which orders belong to the same customer.
Now you can see the full picture of the order and what you’ll be working with.
Step 2: Choose your action
Based on the customer’s request, decide what needs to be refunded. Depending on the order details and the request, this could be:
Full refund – the entire order (basically, everything)
Partial refund – only specific items, multi-packs, or additional services (e.g., Premium Protection Plan, subscription, etc.).
If the order has multiple items, the customer may want to remove or keep certain products, or only refund part of a multi-pack. Each case is different, so make sure you carefully decide exactly what you will refund.
Step 3: Do the action
On CheckoutChamp, find the customer’s order and transactions.
In the example below, the order has only one line item (one product, one successful transaction) that matches the order total. If we want to refund it, we only need to issue the refund once for the amount shown in the red oval.
Click the Actions button, then select Refund.
Make sure the refund amount is correct
Select the refund reason from the dropdown menu (to be added soon).
Select the associated refund item from the dropdown menu (currently only applicable for the Protection Plan).
then click Refund (see the next screenshot).
Note: You can manually adjust the amount by typing in the exact sum you want to refund.
In the next example, the order has three lines. The first two transactions (blue oval) were paid by the customer and together total $119.90 (red oval). These two lines are available for refund.
The third line was not paid - it shows a “Hard Decline” in red in the Result column.
In this example, a refund was already issued for the second item ($50), so we now see –$50 in red in the Refund column.
Always make sure that after you issue a refund, the red refunded amount appears in the Refund column (red arrow on the next screen).
This confirms that the refund was processed successfully.
If you want to issue a full refund for this order, you’ll need to use the Actions button twice: refund the first line, then refund the second line.
After you complete the refund on CheckoutChamp, go to Shopify and make sure it’s reflected correctly there.
Scroll down to the Timeline to see the refund reflected there.
Please add a comment in the timeline explaining the reason for the refund (since we currently don’t have the refund-reason dropdown in CheckoutChamp).
List of reasons provided
B2G1 pricing confusion
One item requested
Unwanted additional units
Full refund requested
Duplicate order
Order denied by customer
Return requested
Unsubscribe request
Protection Plan removal
Address not deliverable
Missing address details
Please always aim to minimize the number of refund transactions whenever possible.
Our goal is not only to refund the correct total amount, but to do it using the fewest refund transactions possible.
If a discount applies to the entire order, do not refund a percentage from every line item.
Example order:
Product 1 – $59
Product 2 – $49
Product 3 – $24
Order Total: $132
If we need to apply a 30% discount, do not refund:
Product 1 – 30%
Product 2 – 30%
Product 3 – 30%
This creates 3 separate refund transactions.
Calculate the total refund amount first.
Apply that amount using the fewest line items possible, starting with the highest-priced item.
Example order:
Product 1 – $59
Product 2 – $49
Product 3 – $24
Order Total: $132
30% discount example:
Total refund: $132 × 30% = $39.60
Refund $39.60 from the $59 product only.
Result: 1 refund transaction instead of 3.
Example order:
Product 1 – $59
Product 2 – $49
Product 3 – $24
Order Total: $132
Total refund needed:
$132 × 50% = $66.00
Since no single line item is worth $66, use the minimum number of line items required:
Refund $59 from the $59 product.
Refund the remaining $7 from the $49 product.
Result: 2 refund transactions instead of refunding 50% from all 3 products.
✅ Always calculate the total refund amount first.
✅ Then apply it using the fewest refund transactions possible, starting with the highest-priced line item.
❌ Do not split the refund across every product unless it is absolutely necessary.
Reducing the number of refund transactions helps streamline our processes and should become the default approach whenever possible.