Issue Refunds

Bolt strongly recommends that you utilize your eCommerce platform’s order management system to issue refunds. This action triggers Bolt to issue a refund to the shopper. Bolt retains both the processing fee and Bolt fee on refunded transactions.

Refunds issued through the Bolt Merchant Dashboard are not automatically synced with your order management system.

How to Issue a Refund

  1. Log into the Bolt Merchant Dashboard.
  2. Select Transactions at the top of the page.
  3. Locate the transaction that you are looking to refund. You can search on: customer name, order number, Bolt transaction ID, or customer email.
  4. Select the transaction to open the transaction details; Note that only transactions with a status of Completed can be refunded. A refund cannot be issued if there is an active chargeback dispute, fraudulent or non-fraudulent, open on the transaction.
  5. Select Issue Refund.
  6. Choose whether to issue a full refund or a partial refund. If you issue a partial refund, enter the amount.
  7. Select Refund.

The refund is added as a note at the bottom of the transaction details panel. This note contains a link to the refund transaction.

What to Expect

After submission, the refund begins processing and your shopper is notified about the refund via email. Depending on the issuing bank, it might take up to 7 days for the refund to show up on the customer’s bank or card statements.

Refunds by Platform

Refer to each eCommerce platform’s official documentation when issuing refunds from their admin console.

You can also refer to the Platform Operations section of our documentation for any unique steps available for your eCommerce Platform.

Processor Limitations

Merchants must wait for the transaction to be settled before issuing a refund. Issuing a refund before settlement presents an error stating the refund could not be completed.

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