How do I process refunds for subscription orders?

Introduction

Subscription orders are processed like any other Shopify order — which means you can refund them using your standard Shopify workflow. However, there are a few key things to know when refunding orders tied to subscriptions.

This guide explains how refunds work and what to consider when handling them.

Step 1: Find the subscription order in Shopify

1. Go to your Shopify Admin → Orders.
2. Search for the order by customer name, email, or order number.
3. Click on the order to open the details.

💡 Tip: Subscription orders are labeled in the order timeline (e.g. “Created via subscription on [date]”).

Step 2: Process the refund

1. In the order view, click “Refund”.
2. Choose:
   • Which items to refund (full or partial)
   • Whether to restock items (optional)
   • Whether to send a refund notification to the customer
3. Click “Refund” to complete the process.

👉 Shopify will automatically issue the refund to the original payment method.

Step 3: Consider whether to cancel the subscription

Refunding a subscription order does not automatically cancel the subscription.

If you want to prevent future charges:

1. Go to Roadmap Admin → Subscriptions → Manage Subscriptions.
2. Find the customer’s subscription.
3. Click Cancel or Pause depending on the situation.

Common refund scenarios

Scenario 1: First order refund

Customer changes their mind or made a mistake.

• ✅ Refund the order in Shopify
• ✅ Optionally cancel the subscription to avoid future charges

Scenario 2: Damaged or missing product

Customer wants a refund or replacement.

• ✅ Issue a full or partial refund in Shopify
• ✅ Leave the subscription active if they still want future deliveries

Scenario 3: Duplicate charge or mistake

Customer was billed twice.

• ✅ Refund one order
• ✅ Check if two subscriptions exist — cancel one if needed

FAQs

Will refunding affect loyalty points or rewards?

 If you’re using Roadmap Loyalty, points earned on refunded orders may need to be adjusted manually.

Does Roadmap track refunded subscriptions?

 Refunds appear in Shopify — Roadmap continues tracking the subscription unless you cancel it.

Can I refund a prepaid subscription order?

 Yes — but you'll need to determine how many deliveries were fulfilled and issue a partial refund if needed.

Summary

To process a refund for a subscription order:

• ✅ Find and refund the order in Shopify
• ✅ Decide whether to pause or cancel the active subscription
• ✅ Communicate clearly with the customer on what to expect

Need help reviewing a specific refund or subscription status? [Contact support →] and we’ll walk through it with you.