What this helps you do

Tell Upstorr about online money that you already refunded using an outside payment system.

Before you start

Complete the real refund outside Upstorr and keep its payment proof. Record refund does not send money. It does not contact Razorpay, restore gift-card value, or release a booking deposit.

Steps

  1. Open Orders and select the order.
  2. Verify the outside refund amount and status in the payment system where you actually sent it.
  3. Select Record refund.
  4. For a newer order, enter the Online amount to record beside each matching item.
  5. For an older order without verified item allocations, enter the single Refund amount.
  6. Add an optional Reason that helps staff match this record to the outside refund.
  7. If digital items are shown, choose the items whose customer access must be removed because they were refunded.
  8. Check Refund being recorded and the remaining online amount carefully.
  9. Select Record refund.
  10. Read the confirmation, then confirm only if that exact money was already refunded outside Upstorr.

Understand the amounts

  • Remaining online payment: the largest online amount Upstorr can still record as refunded after earlier records. Gift cards and booking deposits are excluded.
  • Remaining for this item: the part of that item’s original online allocation that has not already been recorded as refunded.
  • Online amount to record: the amount you actually refunded outside Upstorr for that item. It cannot exceed the item’s remaining online amount.
  • Refund being recorded: the sum of all item amounts entered now.
  • Legacy refund amount: one total used only for an older order whose item-level online allocations cannot be verified.

For example, if you sent ₹400 through Razorpay yesterday, record ₹400 here today. Do not enter ₹500 just because the product originally cost ₹500.

Digital-product access

If the order contains eligible digital products, the refund form lets you choose which refunded items should lose access. Select only the digital items covered by this refund. Money recording and access removal happen together when you confirm.

What happens next

Upstorr adds the external refund to the order’s payment and activity history and updates its displayed payment status. It does not create a new bank or gateway transaction.

Common problems

  • Record refund is missing: There may be no supported online amount left, the order may already be fully refunded, or your role may lack refund permission.
  • Amount is above the remaining online payment: Enter only the amount actually eligible and not already recorded.
  • One item is blocked: Its online allocation cannot be safely identified, it is a booking line, or it has no remaining online amount.
  • The customer still has not received money: This page only records an outside refund. Check the outside payment system.
  • You meant to record returned goods: Use Create return instead; a return and an external refund record describe different events.