Refund an Order

Back to Knowledge Base

Any paid or partially paid orders can be refunded by the customer, requested to be refunded by customers, or refunded by you through your Citrus Dashboard. You must configure your cancellation and refund policies to determine when orders can and cannot be refunded. 💰🔄

Refunding an Order

Configure your Cancellation and Refund Policies

  1. Under your account button on the bottom left of your Citrus Dashboard, select Citrus Settings.
  2. Click on ‘Select your cancellation and refund policies’
  3. Define your policies for camp refunds, automatic refunds, and session cancellations:

Camp Refund Policy: will display to your customers on your event detail page

Automatic Refund Policy: may be enabled for orders with one registration and allows customers to refund orders themselves.  You can enable whether customers cover the fees or you cover the fees.

Session Cancellation Policy: displays to customers on your event details page.

Steps to Refund an Order

1. Select 'Financials' on the lefthand panel.

2. Find the order you wish to refund from the list of orders.

3. Click on the menu to the right of the order and select 'Issue Refund.'

  • Alternatively, you can select the order to view its details and select ;Issue Refund 'found under the Actions button at the top right of the page.

4. Fill out the refund details in the form:

  • The refund amount will default to the maximum before resulting in a net loss on the order.
  • Add a reason for the refund and an optional description for your records.
  • The refund method will determine how the amount is returned to the customer. Online payment may only be selected if the order was paid for using an online payment, otherwise, another method must be chosen.

5. Click 'Continue'

6. Choose which order items should or should not be refunded. By deselecting an item, the order amount will still be returned to the customer but the registration or membership will remain active.

7. Click 'Continue'

8. Review the details of the refund and

Try Citrus for FREE!

Make an impact in your program and get started today for no costs
No strings attached!