We recommend that you utilize your Cart Platform's order management system to issue refunds. When you do so, your shopping cart platform will trigger Bolt to issue a refund to the customer. 

Some Cart Platforms, such as Volusion, must use the Bolt Merchant Dashboard to process refunds.

How to Issue a Refund

1. Log into your Bolt Merchant Dashboard at https://merchant.bolt.com/.
2. Click Transactions at the top of the page.
3. Use the search bar to locate the transaction that you are looking to refund. You can search on: customer name, order number, Bolt transaction ID, or customer email.
4. Once you have found the transaction in the list, click on the transaction to open the transaction details. Note that only transactions with a status of Completed can be refunded.
5. Click the Issue Refund button at the top of the page.
6. Choose whether to issue a full refund or a partial refund. If you issue a partial refund, enter the amount (see screenshot below).

7. Click Refund.

8. Once Refund, is clicked:

• The refund will be processed. Depending on the issuing bank, it might take up to 7 days for the refund to show up on the customer's bank or card statements.
• Your customer will be notified via email of the refund.
• The refund will be sync'ed to your shopping cart platform (i.e. BigCommerce, Magento, WooCommerce, Shopify).
• The refund will be added as a note at the bottom of the transaction details panel. This note will contain a link to the refund transaction. 

Note —  Bolt will retain both the processing fee and Bolt fee on refunded transactions.

Note — A refund cannot be issued if there is an active chargeback dispute, fraudulent or non-fraudulent, open on the transaction. 

Note — If you use BigCommerce as your Shopping Cart Platform, you will also need to manually update the order status to refunded in BigCommerce after issuing a refund through the Bolt dashboard.

Refunds and Recharges by Platform

Recharges can be issued via the Virtual Terminal. 

If instead, you are going to issue a recharge directly on your ecommerce platform, Bolt strongly recommends using each platform's documentation for all platform-specific order processing. This is due to the fact that platforms vary widely in how they process orders, and that the functionality may change at any time, 

You can find platform-specific information regarding orders below: 

• Magento 1
• Magento Commerce
• WooCommerce
• BigCommerce
• NetSuite ERP
• Salesforce Commerce Cloud
• Miva
• Shopify Operations
• Drupal

Refunds may have some specific idiosyncrasies when working with Bolt. The following articles layout the current process for processing refunds for each platform. Please note that the platform-specific instructions my not be current. Refer to your platform's documentation for the most current information.

You can find platform-specific information regarding refunds in the following articles:

• Magento 1 Operations
• Magento 1 Refunds - Submitting And Syncing
• Magento Commerce Operations
• WooCommerce Operations
• BigCommerce Operations
• Issuing Refunds In BigCommerce
• NetSuite ERP - Operations
• Salesforce Commerce Cloud
• Miva Operations
• Shopify Operations
• Drupal Operations

Merchants may encounter scenarios where they have initiated a refund in error and need to reverse the action. Bolt cannot reverse merchant-initiated refunds, even upon request and consent from the merchant. Instead, merchants can use one of the suggestions in this article to reverse a refund.

Reverse Accidental Refunds

Merchants needing to reverse a refund that they have initiated have two options:

• Recharge the customer after giving notice
• Credit the customer offline