Refunding Orders

You can refund an OnAnthem order two ways: from your OnAnthem dashboard, or directly in your connected platform, such as Shopify. Either way, OnAnthem keeps everything in sync — the refund, the commission, and the tax are all reversed together.

Refunding from Shopify

• From your Shopify admin, go to Orders and open the order.
• Click Refund, enter the quantity or amount to refund, and choose Original payment.
• Optionally refund shipping, add a reason, or restock inventory.
• Click Refund to finalize. OnAnthem detects the refund and updates your records automatically.

Refunding from your OnAnthem dashboard

• Go to Orders and open the order you want to refund.
• Choose the items or amount to refund.
• Confirm the refund. It's issued to the customer's original payment method.

What happens to commission and tax

• Refunds are returned to the customer's original payment method.
• The marketplace commission and partner commission are reversed in proportion to the amount refunded.
• Sales tax collected on the refunded amount is reversed as well.
• Payment processing on the original order is not returned — the payment processor does not refund its charge on a refunded transaction.

Refund timing

• Refunds typically take 5–10 business days to appear in the customer's account, depending on their bank.
• It may take a few minutes for a refund to appear in your OnAnthem dashboard. If it hasn't after an hour, contact support.

Good to know

• You can issue multiple partial refunds on an order until the full amount has been refunded.
• The refunded amount, plus its share of commission, is drawn from your account balance. If a refund is larger than your current balance, the difference is recovered from future proceeds.
• An order with an open dispute can't be refunded here — it has to be resolved through the dispute process.
• Refunds can't be reversed once they've been initiated.