Requesting a Refund for an AbleCommerce Customer


The eCommerce system does not store credit card information. This means that you, as a store manager or store owner, cannot issue refunds. Instead, send any requests for refunds (for example, due to product returns or registration cancellations) to Shared Services who will handle getting the refund credited to the customer. The following steps are only for store managers or owners.

If you are a customer needing to cancel a purchase, please reply to the email confirmation of your purchase. If you cannot find your confirmation email, send your request to and include the site's URL where you made your original purchase.


View a PDF for full details on setting up your eCommerce Store.

Steps for a store manager to request a refund:

  1. Start an email to
  2. The subject line should start with eCommerce Refund.
  3. Include the following information in the body of the email. Replace the example text with information for the refund you need.
    1. Customer name: Jones, Jane
    2. Original transaction date: 9/7/2018 6:58 AM
    3. The transaction date should be the date the transaction was made
    4. Original transaction amount: $225
    5. Refund amount: $75
    6. Transaction ID: 20180907000000182 
      • The transaction ID consists of the transaction date (yyyymmdd) followed by a nine-digit number with leading zeros and the Order ID.  The Order ID can be found on the Dashboard in the Order Summary.  (The transaction ID can also be found in the Transaction ID field on the daily eCommerce email sent to store contacts with information on the prior day's sales.)
  4. Send the email message.

Note: You can request a partial refund if that is appropriate.



Article ID: 29195
Wed 4/12/17 2:21 PM
Wed 8/25/21 4:10 PM

Related Articles (1)