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Issuing refunds & cancelling online orders on Toggle
Issuing refunds & cancelling online orders on Toggle
Oskar Smith avatar
Written by Oskar Smith
Updated over a week ago

Note: Your payment gateway holds the payments for online orders made on your Toggle shop. Toggle just stores the order information and gift card balances.

This means refunds can only be done via your payment gateway.


Part 1: How to issue a refund:

  1. Log into your Toggle account

  2. Find the customer's order on Purchases > Orders

  3. Copy the Merchant Transaction Reference (or note other identifying info)

  4. Now log into your payment gateway on a new tab/ browser

  5. Search the order using the reference (or using the other identifying info)

  6. Issue the refund according to your payment gateway's procedure

Part 2: How to cancel the order:

  1. Log into your Toggle account

  2. Find the customer's order on Purchases > Orders

  3. Click the red 'cancel order' button

  4. Click yes when prompted if you want to cancel the order

More detail:

Issuing a full refund for an order

1 - In your Toggle dashboard, locate the order you wish to cancel under the Orders page.

2 - Click on the order

3 - Take a note of the Merchant Transaction Reference (or other customer information/contact details) to identify the relevant payment your Payment Gateway.

4 - Now log into your payment gateway (search for the payment gateway login page on Google if needed)

5 - On Stripe (for example), you can use the search bar at the top of the page and paste in the Merchant Transaction Reference number you copied from the Order Detail screen in Toggle. Other payment gateways also have similar search facilities.

6 - Again, in Stripe,  you can click on the payment to open up the details. You’ll now see the bottom to issue a refund. Other payment gateways have similar options for refunding the payment to the customer.

7 - Confirm the amount and click to issue the refund.

8 - You’re done! (Though you’ll also probably want to let the customer know too)

9 - Now you'll need to cancel the order on Toggle to void the gift card and reduce its balance to £0. On the Order page click the red 'Cancel order' button

10 - You’ll be prompted if you are sure you wish to cancel. If you are, click to confirm.

11 - The order will now be cancelled and you’ll be taken back to the list of orders. The cancelled order shows with a Cancelled indicator next to it.

Issuing a partial refund for an order

The process for issuing partial refunds is similar, but this time you’ll need to manually adjust down the balance for each card you need to refund.

1 - Locate the order in your Toggle dashboard

2 - Take a note of the Merchant Transaction Reference as above.

3 - Click on View card details for the order item you wish to refund.

4 - Click on Adjust Card Balance

5 - Enter the value to refund ("redeem") to the customer (reducing the balance to zero if needs be).

6 - You can add a note to record the reason for the adjustment.

7 - Now go into your payment gateway dashboard, as above, locate and refund the partial amount that you wish to refund the customer. In Stripe, for a partial refund, manually adjust the amount using this field:

8 - Let the customer know, and you’re done!


How can I find out what payment gateway I'm using on Toggle?

On your Toggle dashboard click on Settings > Payment settings. On there you'll see a list of different payment gateways available to connect to on Toggle - the one being used on your account will be highlighted in green.

How do I log into my payment gateway?

Your payment gateway is a separate platform to Toggle so you'll need to login to your payment gateway on a new tab/ browser.

I don't have login details for my payment gateway, who do I get them from?

You'll need to ask around on your team to see who has the login details to your payment gateway. Often the same payment gateway is used on Toggle that's also used for other online platforms you have for your brand. It's likely someone on your finance team has the details.

If you need help or have questions about this please get in touch on

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