If the customer request a refund  we will charge the refund amount to the card on file and issue the funds back to the customer. We do this because we are not able to withdraw funds directly from their account, we are only able to deposit which will hit the account. 

To refund an order is simple just by clicking the “Refund” button on the right side of the order page and proceed with the following steps. If the order has not been approved you can decline the order so the customer will not be charged.


Voided Transactions

While issuing a refund it can end as a full refund or appear as a voided transaction. If the refund takes place within the hour the order was submitted it may appear as a void. If that happens, the system stops the funds from transferring and the transaction will not appear on the customers account. In addition voided transactions will not be subject to any transactional fees. 

Partial Refunds

 If a partial refund is required click on the "Edit" button on the right hand side of the order page.

-After doing so simply delete the product by clicking on the trash bin.


- If there is more than one of the products that you would like to refund, simply change the quantity of the product to the correct amount.


- After adjusting the quantities or removing the product from the order click on "Update Order" on the right hand side and approve. 


Even if the order has been accepted or fulfilled you may still be able to proceed with a partial refund. For any other questions or concerns regarding this matter, contact us at support@cityhive.net .