When a customer requests a return, cancels an order, or you reach a partial refund agreement with them, you can initiate a full refund or partial refund directly from the "Orders" section in your Kanorio dashboard for paid orders.
The system sends an encrypted refund instruction to the original payment provider, which processes the refund back to the customer via the original payment method. It then automatically updates the order status, sales reports, digital content access, unfulfilled logistics orders, and electronic invoices.
Permissions and Two-Factor Security: Initiating a refund requires "Owner," "Admin," or "Member" permissions for the website (Viewers and Staff cannot initiate refunds). Since refunds are irreversible financial operations, the system may require a one-time identity verification (see ).
+ / - to select the quantity to refund (the system automatically calculates the refund amount based on the actual discounted line item price; it automatically adjusts for rounding differences on the last item). For physical orders, you can also check "Refund Shipping Fee" or click "Full Refund" to select everything at once.Customer Request, Duplicate, Fraud, or Other; if "Other" is selected, a note is required).Refunds initiated in the payment provider's dashboard are also synced: If you process a refund directly in the merchant management dashboard of Stripe, PAYUNi, SHOPLINE Payments, LINE Pay, or JKO Pay, Kanorio will sync the refund record back to the order via real-time notifications (Webhooks) and background reconciliation, marking it as
Refunded via {Payment Provider}.
Different payment providers and payment methods (e.g., credit card installments, virtual ATM accounts, Buy Now Pay Later, coupons) have strict regulations regarding refund windows and partial refund eligibility. The Kanorio refund panel automatically checks and adjusts available options based on the payment method used for the order:
| Payment Provider | Online Refund Period | Full/Partial Refund Support & Restrictions |
|---|---|---|
| Within 180 days of payment | • Full support for full and multiple partial refunds (by item or custom amount).; • Refund amounts are deducted from your Stripe pending balance. | |
| Within 180 days of payment | • Standard credit card (one-time): Supports full and partial refunds.; • Credit card installments: Only supports "Full Refunds" (partial refunds are not supported; the refund panel will automatically lock to full amount).; • ATM transfer / Convenience store code: Handled via PAYUNi's non-credit card refund mechanism. | |
| Within 180 days of payment | • Standard credit card, Apple Pay, LINE Pay: Supports full and partial refunds.; • Credit card installments, Chailease installments: Only supports "Full Refunds".; • ATM bank transfer (virtual account): Online refunds are not supported. The panel will prompt you to arrange a private transfer with the buyer and keep your own records. | |
| Within 60 days of payment | • Shortest refund period (only 60 days). After 60 days, online refunds via the system are not possible; you must reach a private agreement with the buyer.; • Supports full and multiple partial refunds (if your LINE Pay pending balance is insufficient, the API will return an insufficient balance error). | |
When a refund is successfully completed (whether initiated from Kanorio or synced from the payment provider's dashboard), the system automatically handles the following 5 tasks:
Total amount paid by customer (discounted item price + shipping) − Amount already refunded. For a full refund, the customer receives the full amount they originally paid.−(Kanorio Platform Fee + Payment Processing Fee)). See .Pending Fulfillment or Tracking Number Generated) at the time of a full refund, the system will automatically attempt to cancel the logistics order.In Transit, Awaiting Pickup, or Delivered), online refunds will not automatically intercept the package. Please contact the customer to arrange a return. If using PAYUNi's 7-ELEVEN or Black Cat Delivery services, you can click "Register Return" in the "Fulfillment" tab of the order to track the return package (see ).As long as the payment provider and payment method support partial refunds (e.g., standard credit card payments, LINE Pay, JKO Pay without vouchers), you can initiate multiple partial refunds within the refundable balance and refund window until the cumulative refund amount reaches the total amount paid by the customer. Each completed refund will trigger a separate refund notification and generate a corresponding credit note.
When using LINE Pay, JKO Pay, PAYUNi, or SHOPLINE Payments, the funds for online refunds are primarily deducted from your "Pending Payout Balance" (funds not yet transferred to your bank) in that payment provider's account. If the account has already transferred all funds to your bank, resulting in insufficient pending balance to cover the refund, please log in to the payment provider's dashboard to check how to proceed, or wait for new order payments to arrive before processing the refund.
Do not initiate a refund in the dashboard yourself. Once an order enters "In Dispute (Chargeback)," the disputed funds are frozen by the issuing bank and the payment provider, and the arbitration process begins. Initiating a refund or sending money privately at this stage may result in double payment (the customer receives both your refund and the bank's forced chargeback). Please refer to Consumer Dispute Handling and follow the payment provider's instructions.
| Within 180 days of payment |
| • Standard payments support full and partial refunds.; • Orders using "JKOPAY Vouchers": Official JKOPAY policy only accepts "Full Refunds". When you submit a partial refund for an order containing a voucher, the system will intercept the restriction returned by JKOPAY and prompt you to use a full refund instead. |
$0 Free Product Orders | — | • No payment record; refund buttons are not displayed. To disable access to free digital products, toggle "Revoke Access" directly in the order "Overview" tab. |