> ## Knowledge Base Index
> Fetch the complete knowledge base index at: https://squareintegration-dpl.crisp.help/sitemap.xml
> Use this file to discover available pages before exploring further.
> Pure-Markdown content can be obtained by appending a '.md' suffix to the content URLs listed in the sitemap (without the trailing slash).

# How Refunds and Cancellations Sync Between Shopify and Square

# Overview

1. The **Refund & Cancellation Sync** feature keeps refunds and cancellations in sync between Shopify and Square — in **both directions**.
2. When you refund (fully or partially) or cancel an order on **either** platform, the app updates the linked order on the other platform to reflect it.
3. You can start a refund or cancellation from **Shopify or from Square**, and the change syncs to the other side.
4. It works for orders that were placed and synced between the two platforms, for both **Shipping** and **Pickup** order types.
---
# Prerequisites

* The order must exist and be synced on both platforms. Only **paid** orders placed **after** the app was installed appear on the app's **Orders** page.
* After an order is placed, allow around **3 minutes** for it to appear in the app and sync.
---

# How Refund Sync Works

Refunds sync **both ways**: a refund made in Shopify is reflected on the linked Square order, and a refund made in Square is reflected on the linked Shopify order. A **full** refund sets the order to **Fully** **Refunded**; a **partial** refund (by quantity or amount) sets it to **Partially refunded**.

###### Refunding from Shopify
Refund the order from Shopify as usual: a full refund, a partial refund by quantity, or a refund of an amount only. To refund an amount **without** reducing the quantity, leave the quantity at **0**, enter the amount, and click **Refund**.

###### Refunding from Square
You can also issue the refund from Square. It syncs back to the matching Shopify order and updates the status accordingly.

###### How each platform displays the refund
The two platforms show refund details differently:

* **Shopify** shows the **refund reason** and the **refunded quantity per line item**. In the app's **Orders** page, expand the order's dropdown to see the refunded quantity alongside the total quantity.

![](https://storage.crisp.chat/users/helpdesk/website/-/2/9/4/d/294d0430bb41e400/image_14a6zip.png)
* **In our app, the order will appear as Refunded or Partially Refunded, depending on your action:**

![](https://storage.crisp.chat/users/helpdesk/website/-/2/9/4/d/294d0430bb41e400/image_v7uh68.png)

* **Square** shows only the **refunded amount** on the order — it does not show the refund reason or which specific line item was refunded.

![](https://storage.crisp.chat/users/helpdesk/website/-/2/9/4/d/294d0430bb41e400/image_16ey1tx.png)

||| This display difference is expected: Shopify tracks the refund reason and per-line-item quantity, while Square records the refunded amount only.
---

# How Cancellation Sync Works

* Cancellations also sync **both ways**: cancel an order in Shopify and it is reflected in Square, or cancel it in Square and it is reflected in Shopify.
* The same prerequisites apply — the order must have been placed and synced between the two platforms first.
---

# Important Notes

* Refunds and cancellations sync in **both directions** — you can initiate them from Shopify or from Square.
* Only orders placed **after** the app was installed — and synced between the platforms — are eligible.
* Allow around **3 minutes** after placing an order for it to appear and sync.
* A **full** refund sets the order to **Refunded**; a **partial** refund (by quantity or amount) sets it to **Partially refunded**.
* Display difference: Shopify shows the refund reason and per-line-item quantity; Square shows only the refunded amount.
---

# Frequently Asked Questions

###### Can I refund or cancel from either platform?
Yes. Refunds and cancellations sync in both directions — you can start them from Shopify or from Square, and the change is reflected on the other platform.

###### Does a partial refund sync?
Yes. A partial refund updates the order to **Partially refunded** on both platforms, and the refunded amount is shown on the Square order.

###### Can I refund an amount without changing the quantity?
Yes. On the Shopify refund screen, leave the quantity at 0, enter the refund amount, and click **Refund**.

###### Why does Square only show the refunded amount?
Square records the refunded amount only — it doesn't show the refund reason or the specific line item. Shopify and the app's Orders page show the per-item refunded quantity (and reason).

###### How long does a new order take to sync?
After an order is placed, allow around 3 minutes for it to appear in the app and sync between the platforms.
---