There are three refund situations with Shopify, and they behave differently:
- The order was paid with a Wrapped gift card. Refund it in Shopify as usual; Shopify returns the money to the original gift card and Wrapped updates the balance to match.
- You want to refund an order as a new gift card that works everywhere. Use Refund as gift card, the action Wrapped adds to your Shopify orders. Shopify's own refund to gift card or store credit doesn't sync to Wrapped.
- The order bought a gift card. A full refund voids that gift card in Wrapped; a partial refund doesn't.
Refunding an order paid with a gift card
Refund the order in Shopify the normal way and return the money to the original payment method. For the part paid by gift card, Shopify puts the money back on that gift card.
When the refund reaches Wrapped, it reads the gift card's new balance in Shopify, records a refund adjustment so the Wrapped balance matches, and syncs the balance to your other sales channels. The customer can be sent your gift card updated email.
This works for gift cards Wrapped knows about. If the card was created in Shopify and never imported, the refund stays in Shopify only.
Refund an order as a new gift card: Refund as gift card
Wrapped's Shopify app adds Refund as gift card to the More actions menu on your Shopify orders. It creates a Wrapped gift card for the refund amount, which works in every sales channel you've connected.
Before you start
- Sign in to the Wrapped dashboard in the same browser, with the Wrapped account your Shopify store is connected to.
- The order needs a customer email address. The gift card is emailed there.
Steps
- In your Shopify admin, open the order.
- Select More actions › Refund as gift card. The refund page opens in Wrapped.
- Under Order Items, enter how many of each item you're refunding. The Summary adds them up.
- Tick Include tax or Include shipping if the refund should include them.
- Check the Refund amount. It's worked out from your selections, and you can change it.
- To return the items to stock, keep Restock N item(s) ticked and choose the location.
- Keep Send a notification to the customer ticked to email the gift card, or untick it to hand the code over yourself.
- Select Refund (the button shows the amount).
You're taken to the new gift card in Wrapped.
What happens
| Where | What changes |
|---|---|
| Wrapped | A new gift card for the refund amount, with the reason Refund, linked to the order. It uses your default expiry from gift card settings, if your gift cards expire. |
| Your sales channels | The gift card is created in Shopify and every other connected channel. |
| Customer | Receives your gift card email, if Send a notification to the customer was ticked. |
| Shopify order | Gets the tags "Refunded via Wrapped Gift Cards" and "Using Wrapped gift card", and a note with the refund amount and gift card code. |
| Shopify items | If Restock was ticked with a location, each item line you entered a quantity for is refunded and returned to stock in Shopify. Wrapped refunds the line's full quantity, even if you entered fewer, so check the order afterwards. No money is refunded to the customer's original payment method. |
If you untick Restock, Wrapped still creates the gift card and adds the tags and note, but the items aren't marked as refunded in Shopify. Handle the items in Shopify yourself.
The refund page also shows Add expiration date and Internal note. These aren't currently applied: the gift card uses your default expiry, and the note added to the order is Wrapped's standard refund note. To give the card a different expiry, change it on the gift card in Wrapped afterwards (see Gift card expiry).
Shopify's own refund to gift card or store credit
If you refund with Shopify's built-in option to a new gift card or to store credit, Shopify creates it, not Wrapped. It only works in Shopify.
- A new Shopify gift card can be brought into Wrapped when the customer uses its code with Wrapped, for example on your check balance page or through the Activate gift card link in Shopify's gift card email. See Bring existing Shopify gift cards into Wrapped.
- Shopify store credit isn't a gift card and can't be brought into Wrapped.
If you use a returns app, see Loop Returns integration for returns issued as Wrapped gift cards.
Refunding an order that bought a gift card
| Refund | What happens to the gift card |
|---|---|
| Full refund of the order | Wrapped voids the gift card: its balance becomes $0 in Wrapped, Shopify and every channel, its status becomes Disabled, and any scheduled gift email is cancelled. Recipient and gift details are cleared from the card. |
| Partial refund, including refunding only the gift card item | Nothing changes. The gift card stays active. If you don't want it honoured, void it in Wrapped (Void or delete a gift card). |
| Order cancelled before it was paid | Wrapped voids any gift cards bought on it. |
A full refund voids whatever balance is left on the card, even if the customer has already spent some of it.
Common questions
The refund page says "Email address needed!". What do I do?
Add an email address to the order or its customer in Shopify, then try again. If the order already has one, check you're signed in to the Wrapped account your Shopify store is connected to; the page can't load the order from a different account.
I don't see Refund as gift card on the order.
Check that the Wrapped app is still installed in Shopify and look under More actions on the order page. See Shopify troubleshooting.
Can I refund onto the customer's existing Wrapped gift card instead of a new one?
Not with Refund as gift card; it always creates a new card. Refund the order in Shopify, then add the amount to their existing card with Adjust balance in Wrapped. See Adjust a gift card's balance.
Does a refund gift card count toward my allowance?
See How the monthly gift card allowance works.