To refund part of an order, use Revise Order. For example, refund one broken bottle, a wine that's out of stock, or the shipping. Don't use Cancel Order for a partial refund, because Cancel Order refunds the whole order.
How to give a partial refund
Go to Orders and click the order number to open the order panel.
Click Revise Order.
Make the change you're refunding. For example:
To refund one bottle, click − on that product.
To refund shipping, change Override Shipping, for example to 0.00 to refund all the shipping.
To refund an amount without changing the products, enter it in Additional Discount.
Look at the Order Summary. Refunding payments shows the amount to refund.
Look under Existing Payments:
If the order has one payment, the payment changes to Refund and the Refund Amount is filled in. Check the Refund Amount is right.
If the order has more than one payment, every payment stays on Retain. Change the payment you want to refund to Refund, then check the Refund Amount.
Check Balance due is $0.00.
Leave Send Receipt Email on to email the customer a new receipt, or turn it off.
Click Submit Revision, then OK.
Example
A club order of 6 Shiraz and 6 Rosé cost $337.80. One Rosé was broken.
In Revise Order, click − on the Rosé so it shows 5.
The Order Summary shows Refunding payments of $23.80, and Balance due of $0.00.
The card payment changes to Refund, with a Refund Amount of $23.80.
Click Submit Revision.
WithWine refunds $23.80 to the customer's card and creates a new order for $314.00.
If the order has more than one payment
Each payment shows separately under Existing Payments, with its own Retain or Refund setting. This happens when the customer paid more than one way, or when the order was revised before and an extra payment was taken. WithWine doesn't choose which payment to refund. Change one or more payments to Refund and set each Refund Amount until Balance due is $0.00.
For example, an order was paid with $314.00 on a card, then revised to add $10.00 shipping, paid as a second $10.00 card payment. To refund the shipping, set Override Shipping to 0.00, change the $10.00 payment to Refund, leave the $314.00 payment on Retain, and click Submit Revision.
Troubleshooting
The Submit Revision button is greyed out. Every payment is set to Retain, so Balance due (refund) shows a minus amount. Change a payment to Refund. See "Why is the Submit Revision button greyed out?".
You want to refund the whole order. Use Cancel Order. See "How to cancel an order and refund the customer".