What happens if a customer returns a product?

Returns and full or partial refunds can be managed with two options: through your Stripe dashboard or through your Locally order screen. Whichever way you choose, it's important to let the shopper know that their refund is in progress. Refunds may take 5-10 business days to process.

Full Refunds

There are two ways to issue a full refund: 

  1. You can process a refund through your Stripe dashboard (our payments gateway). Check out their helpful doc for more information on processing refunds.
  2. You can trigger a refund through your order screen, which is available on the Order History page of your Locally dashboard. A link to your order screen is also included in every order notification you receive from Locally! Simply click "Initiate a Refund" to start the process. 

Most retailers create a new tender type for BOPIS (Buy Online, Pickup In-store) orders so that they can remove an item from inventory after it's been purchased through Buy It Locally. If this is the case, be sure you also process the return within your own POS in order to add the item back into your inventory.  

Sales tax is automatically refunded when you issue a full refund.

Image of confirmed Locally order screen, with light-grey button reading "Initiate a Refund" circled in the lower-right corner

Partial Refunds

There are two ways to issue a partial refund: 

  1. You can process a refund through your Stripe dashboard (our payments gateway). Check out their helpful doc for more information on processing refunds. Once you load Stripe, pull up the transaction, click "refund," and enter the amount that should be refunded.

  2. You can trigger a refund through your order screen, which is available on the Order History page of your Locally dashboard. A link to your order screen is also included in every order notification you receive from Locally! Simply click "Initiate a Refund" to start the process and enter the amount you'd like to refund.

Sales tax is automatically adjusted and the appropriate amount is refunded when you issue a partial refund.

Image of confirmed Locally order screen with refund drawer visible. "Amount of subtotal to refund" is circled

Note: Locally takes no commission on returned BOPIS orders. 

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