Refunds in GrownBy

Refunds in GrownBy

You can issue refunds for an order in GrownBy on your dashboard through invoices, orders, or customers. The order details page is the best place to refund from because you can issue a full or partial (for only some products of a multi-product order, to adjust an imprecise price for an order, etc) refund there. For more information about Partial Refunds and their uses, read this article. 

Note: Use Caution when refunding from the invoices page. If you refund there, the order itself will not be canceled. Once an order pickup or delivery date has passed, you will not be able to cancel the order. You will only be able to issue a refund through the invoices page. 

Orders Page

To give your customer a refund, go to the Order page and choose the order you want to refund. This opens the order Details page. You can choose to cancel the entire order by clicking Cancel Order at the top right of the Order Details page. Or, you can select specific items to refund out of a multi-item order. Click the checkboxes to the left of the items that you would like to refund then click cancel items. The page looks like this: 



When you click Cancel Items, a pop-up appears that looks like this: 



If you want to issue a refund to the customer’s card, input the total in the Stripe field. Or, to refund with farm credit (which the customer can use to purchase things from your GrownBy shop), you can enter the amount into the Farm Credit field. You cannot refund partially to each. 

You can also choose whether to refund tips and fees. If the customer did not elect to pay tips and fee, this option will be grey. You can also cancel the order without a refund by clicking No Refund. 

When you’re ready, click Confirm Cancellation.

Invoices Page 

Note: When you refund via the invoices page, the action does not cancel the order. In order to cancel an order and issue a refund in one action, go to the orders page. 

On the invoices page, first click Refund.


A pop-up will appear that looks like this: 


If you want to issue a refund to the customer’s card, input the total in the Stripe field. Or, to refund in Farm Credit (which the Customer can use to purchase things from your GrownBy Shop), you can enter the amount into the Farm Credit field. You cannot refund partially to each.

You can also choose whether to Refund tips and fees and whether to add a note on the invoice to record information about the Refund. This note will appear in the email notification the customer receives, not on the invoice itself.

When you are ready, click Confirm Refund.

Reminder: Refunding an invoice with this method will not cancel the order itself. 

Refunding SNAP-eligible Products
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If the Order that you are refunding only has SNAP-eligible Products and was purchased with an EBT card, you will not have the option to Refund to Stripe or as Farm Credit. By regulation, SNAP invoices can only be Refunded directly to the SNAP card and account they were paid with. So, the options are fewer and the pop-up will look like this: 




Canceling Subscriptions

If the Order you are Canceling is a Subscription, you will be able to see how much the customer has paid of the entire share price. So, if for instance the customer has only paid a deposit, the amount will be listed as “the deposit amount/the full amount”. This is important because you should only refund the amount the customer has paid thus far, not the full invoice amount. 

Subscriptions and Refunds

Checkout this article for a thorough description of vacation weeks. 

In GrownBy, you cannot refund just one week of a subscription. You can, however, allow vacation weeks and the customer can opt out of receiving their pickup or delivery. The Farm Admin determines the number of allowed Vacation Weeks for each Subscription, if any. When a Farm Admin processes a Vacation Week for a customer, they have the option to award credit or not. There is not an option to Refund the cost of the Pickup or Delivery back to the Customer’s Credit Card. 



If you have any questions or concerns, please contact support@grownby.app or schedule a time to talk with us here!




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