Partial Refund of an Order (Before Funds Captured)

To provide a partial refund of the customer's payment for an order (e.g. you aren't able to source one of the requested items) and you have not captured their payment funds yet. [However, if you have already captured their payment funds, go here instead; or if you need to cancel the entire order, go here instead.]

You would probably want to send the customer an email first, before doing these steps, informing them of the reason for the partial refund (unless you've already in communication with the customer regarding it).

Go to the "Details" section (click heading to open the section), click "Edit" link and then update the quantity for the product which you are unable to provide. Click [SAVE] before continuing. This should update the "Total Due" at the bottom of this section to a negative/refund amount (also adjusting sales taxes). If the refund is not due to a change in the products, then ignore this paragraph and continue.

Go to the "Payments" section (click the "Payments" heading to open the section) and find the "PAYMENT LOG" table to determine if the customer has already paid for the order:

Find the drop-down list which is located under the "PAYMENT LOG" area.
Select the "CAPTURE" option from this drop-down list.
Determine the revised order total dollar amount (after reducing quantities for unavailable items) and enter this amount above the "CAPTURE" option.
Click the "Apply" link to execute the capture activity.

Above the "Payments" section is a Notes area. You might want to enter a note about the refund and its reason under the "ORDER NOTES" tab. The customer can see the "ORDER NOTES" as well. If you don't want the customer to see your notes, then put them under the "PRIVATE NOTES" tab in the Notes area. Click [SAVE] to record the note.

Update the order "Status" if appropriate (and [SAVE]).