Managing refunds efficiently is vital to maintaining trust with your customers. In this guide, we’ll walk you through the complete process of how to refund on Squarespace—from initiating a return to adjusting your ecommerce settings for smoother refund workflows.
Understanding the Squarespace Refund Process
Squarespace doesn't process payments or refunds directly. Instead, it integrates with third-party payment processors like Stripe and PayPal. That means refunding an order typically happens through the payment processor dashboard, but Squarespace provides helpful order management tools to assist you throughout the process.
Let’s explore how refunding works within Squarespace’s ecommerce system and what steps you need to take to handle customer returns.
Squarespace Order Management
Before issuing a refund on Squarespace, you should understand how to access order details. Here’s how:
- Log in to your Squarespace account.
- Go to Commerce > Orders.
- Select the order you wish to refund.
- Review item details, shipping status, and payment method.
How to Issue a Refund on Squarespace
Once you're in the order view, the refunding steps depend on your connected payment processor. Below is a general workflow:
Stripe and PayPal refunds
- Click on the order in Commerce > Orders.
- Click Refund.
- You’ll be redirected to Stripe or PayPal to complete the refund.
After refunding, Squarespace updates the order status and notifies the customer.
Processing Partial Refunds
You can process partial refunds, but they must be handled manually through the payment processor.
To issue a partial refund: log in to your Stripe or PayPal dashboard directly, locate the transaction, and specify the refund amount. Then return to Squarespace and manually update the order status or add a note for internal tracking.
Refund Policy Setup on Squarespace
A clearly written refund policy helps set expectations and reduce refund-related disputes. Here’s how to add it to your website:
- Go to Pages > Not Linked > Add Page.
- Choose Blank or Page Layout, and name it “Refund Policy.”
- Write your return and refund terms (include timelines and eligibility).
- Add this page to your website footer using a Navigation block.
Configuring Squarespace Commerce Settings
To make refunds smoother, configure your commerce settings properly. These settings influence how you manage refunds in your online store:
| Setting | Recommendation |
|---|---|
| Payment Processor | Use Stripe for faster and integrated refunds |
| Order Fulfillment Notifications | Enable to track shipments before issuing refunds |
| Return Address | Add to shipping settings for physical returns |
Handling Cancellations and Refunds
If a customer requests cancellation before shipping, you can cancel the order manually and refund immediately. For digital products, access delivery settings and confirm no download has occurred before approving a refund.
- Go to Commerce > Orders.
- Click on the order > More > Cancel Order.
- Refund through Stripe or PayPal manually.
Squarespace Ecommerce Support for Refunds
If you run into issues with refund processing, you can reach out to Squarespace’s ecommerce support team via their Help Center. Additionally, Stripe and PayPal both offer documentation and live chat support to help reverse charges or confirm refund statuses.
This is where to write for help:
Useful Links
Canceling and Refunding Commerce Orders – Learn how to cancel orders and issue full or partial refunds through your payment processor, with guidance on updating order statuses in Squarespace.
Page Settings – Customize page options like URL slugs and SEO descriptions, useful when setting up a dedicated refund policy page.
Pages and Content Basics – Understand how to create and manage pages on your Squarespace site, including adding a refund policy page.
Squarespace Integrations – Explore official integrations that can enhance your site's functionality, such as connecting with payment processors for handling refunds.
Exporting Orders – Learn how to export your Commerce orders to a .csv file for analysis or record-keeping purposes.
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Conclusion
Managing refunds on Squarespace requires a combination of order review, third-party payment dashboard actions, and clear policy communication. Whether you're reversing charges, handling cancellations, or creating a solid refund workflow, Squarespace gives you the flexibility to maintain customer satisfaction and run a reliable ecommerce operation.
Set up your Squarespace refund process correctly from the start to make sure every transaction—even the reversed ones—builds customer trust.