Sometimes a sale doesn't stick the landing. A box arrives dented, a customer changes their mind, or you spot a price that was never meant to go live. Refunding is how you make it right — and on OfferLab it takes about fifteen seconds.
You can send back a whole order, or just part of one, straight from the order itself.
Before you refund
Two things worth knowing before you press the button:
A refund can't be undone from OfferLab. Once it's on its way, it's on its way. If you refund too much by accident, you'd need to invoice your customer separately to collect it again.
You can always come back for the rest. Refunding part of an order today doesn't close the door on the remainder tomorrow.
How long it takes: the money goes back to the card your customer originally paid with, and it can take up to 10 business days to show up on their statement. That wait belongs to their bank, not to us — so if a customer asks where their money is on day three, this is the answer.
Refund a whole order
Open Orders and click the order you want to refund.
On the order card, click Refund.
Set every product's quantity to the full amount. The refund total fills in automatically.
Click Refund to send it.
The Refund button sits on the order card, beside the ⋯ menu.
That's it. The order updates itself, and if you asked us to, your customer gets an email.
Refund part of an order
This is where it gets interesting. On OfferLab, the amount you refund always belongs to the products you picked — so you start by choosing what's coming back, then decide how much.
Click Refund on the order.
Use the quantity picker beside each product to choose what you're refunding. Leave a product at 0 and it stays out of it entirely.
The refund amount fills in with the total of what you picked. Happy with that? You're done — click Refund.
Want to give back less? Type a smaller number into Refund amount, and watch what happens to the products above.
Set a quantity on each product you're sending back. Leave one at 0 and it stays out of the refund entirely.
How a smaller amount splits
When you refund less than the products are worth, OfferLab spreads that amount across them in proportion to what each one cost. A product that made up half the order gets half the refund.
Say a customer bought a $60 bundle and you want to give back $30:
Product | They paid | They get back |
Sea Salt Caramels | $40.00 | $20.00 (two thirds of the order, two thirds of the refund) |
Cocoa Dusted Almonds | $20.00 | $10.00 |
Refund total | $60.00 | $30.00 |
You'll see those figures update live in the dialog as you type, and they'll always add up to the total you entered. No mental arithmetic required.
$40 spread across a $49.36 and a $22.98 product: $27.29 and $12.71, adding up to exactly what was typed.
Why proportional and not an even split? Because an even split would hand back 100% of a $15 product and 25% of a $60 one for the same money. Splitting by what each product actually cost keeps every refund honest — and it's what your customer would expect if they did the maths themselves.
Leave a reason for your team
The Reason for refund field is for you and your teammates — never the customer. Whatever you write shows up on the order afterwards, next to the name and photo of whoever issued it.
It's a small thing that saves a lot of "who did this and why" three weeks later. Especially handy when more than one person manages your account.
Tell your customer
Send notification once refund is finalized is ticked by default. Leave it on and your customer gets an email listing the products that came back, the amount, and a note about the bank timing.
Untick it if you'd rather tell them yourself — some conversations are better in your own words.
What the order looks like afterwards
Refunded orders keep a full record of what happened:
Each refunded product shows what's left, with the original price struck through beneath it.
The order gets a Refunded badge. Partial or complete, it reads the same — the amounts tell you the degree, so the label doesn't have to.
A Refunded row appears in the totals with the products it covered. Hover it (or tap, on your phone) to see the breakdown and any reason your team left.
Once there's nothing left to give back, the Refund button disappears. An order can't be refunded twice.
What's left sits above the price the customer was charged, struck through.
Hovering the Refunded row opens the breakdown: what came back, product by product, and the note whoever issued it left behind.
If a refund doesn't go through
You'll see a message telling you it couldn't be completed. When that happens, no money moved — nothing was half-sent, and the full amount is still available to refund. Try again, and if it keeps happening, get in touch and we'll take a look.
What a refund does to your money
A refund doesn't just come out of your pocket — the platform fee and any partner commission come back proportionally too. That's a story of its own: see What a refund does to your fees and commissions.
For the bigger picture — how a sale becomes an order, a payout and a delivery — start with How orders work on OfferLab.
Bought something and want a refund?
If you're a shopper rather than a seller, we can't refund your order for you — the brand you bought from handles that. Reply to your order confirmation email and they'll sort you out.