Yes — you can refund what the buyer paid for a gift card, the same way you refund any order. What that doesn't do is claw back the balance on a gift card that's already been issued, so it's worth being clear on which one you mean.
Refund the purchase
A gift card sale is an order like any other, and you refund it from that order's payments.
- Go to Gift Cards and open the gift card by selecting its confirmation number.
- Open the Payments tab on the order.
- Select Refund on the payment you want to reverse.
- Enter the amount — the full payment or a partial amount — and confirm.
The money goes back to the buyer's original payment method. There's no separate "refund" button on the gift card record itself; refunds always happen on the order's Payments tab.
What a refund does — and doesn't do
A refund reverses the payment. It does not touch the gift card's stored balance:
- Refunding the purchase returns money to the buyer.
- It does not reduce the issued card's remaining balance, and it does not deactivate the card. If the card is active with a balance, it stays redeemable.
- There's no built-in way to void or zero out the remaining balance on a card that's already been issued. If you refund the buyer and also need to stop the card from being used, contact support.
Good to know
- Permission required. Refunds need the refund permission on your role — if you don't see the option, ask an admin.
- Account must be live. Card refunds are only available on a live (activated) account.
- Refund Reserve. A large refund can be limited by your available Refund Reserve; you'll see a message if it can't be covered.
- In-person card payments (Interac). These can't be refunded through the dashboard — process them in person on the card reader.
The buyer can be notified automatically when a refund goes through — see Refund messages.
Frequently asked questions
Can I refund only part of a gift card purchase?
Yes. On the Payments tab, choose Refund and enter a partial amount instead of the full payment.
Does refunding the purchase disable the gift card?
No. The refund reverses the buyer's payment only. An active card with a remaining balance stays redeemable.
Can I void or zero out the balance on a gift card that's already been issued?
There's no built-in control to invalidate an outstanding balance. If you've refunded the buyer and also need to prevent the card from being redeemed, contact support.
Where's the refund button on the gift card?
There isn't one on the card itself. Open the gift card from the Gift Cards list, then refund from the order's Payments tab.
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