How to issue refunds

Returns and full or partial refunds can be managed with two options: through the Locally order screen, or the Stripe dashboard. Whichever way you choose, it's important to let the shopper know that their refund is in progress. Refunds may take 5-10 business days to process.

Full Refunds

There are two ways to issue a full refund: 

1. Locally order screen (recommended): load the Order History panel in your Locally dashboard and find and load the order (you can also use the link in the email notification you received for the order). Click "Initiate a Refund" then, where it says "Quantity to refund," select the appropriate amount and click "refund this quantity." 
2. Stripe: load your Stripe dashboard, find the payment, and click “refund” and insert the amount to be refunded. Learn more about refunding through Stripe here. 

Most retailers create a new tender type for BOPIS (Buy Online, Pickup In-store) orders so that they can remove an item from inventory after it's been purchased through Buy It Locally. If this is the case, be sure you also process the return within your own POS in order to add the item back into your inventory.  

NOTE: Sales tax is automatically refunded when you issue a full refund. The 3.5% fee from Locally will be credited if the order is refunded within 30 days of the order being placed. The stripe transaction fee will not be credited.

Partial Refunds

There are two ways to issue a partial refund: 

1. Locally order screen (recommended): load the Order History page of your Locally dashboard and find and load the order (you can also use the link in the email notification you received for the order). Click "Initiate a Refund" to start the process and enter the amount you'd like to refund.
2. Stripe: load your Stripe dashboard, find the payment, and click “refund” and insert the amount to be refunded. Learn more about refunding through Stripe here. 

Sales tax is automatically adjusted and the appropriate amount is refunded when you issue a partial refund.