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.

• In our app, the order will appear as Refunded or Partially Refunded, depending on your action:

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

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.

Updated on: 06/08/2026