Refunding an order

Open the order in Orders and click Refund. You can refund the whole thing or pick specific items. Zillo reverses the Stripe charge, voids whatever was issued (gift cards, tickets, vouchers, booking slots), and cancels any subscription that came with the order. The 2% platform fee is reversed proportionally too, so refunds don't cost you anything extra.

How to run a refund

1. Open Orders and click the order you want to refund.
2. Click "Refund" in the top-right of the order page.
3. Choose "Full refund" or select individual line items for a partial refund.
4. (Optional) Add a reason. Staff-visible only — your customer never sees this.
5. Confirm. The refund processes immediately.

The order status flips to Refunded (if you refunded everything) or Partially refunded (if some items are still active). A row appears in the order's refund history showing the amount, the operator who issued it, and a timestamp.

What gets voided

Each refunded item is voided so the customer can't still use it:

• Gift cards — the code stops accepting redemptions. Any promo bonus credit on the card is forfeited; only what the customer paid is refunded.
• Tickets — the QR code is rejected if scanned at the door.
• Vouchers — same: rejected when scanned.
• Experience bookings — the booking is voided AND the slot's capacity is released so someone else can book it.
• Memberships — the subscription is cancelled immediately. The member loses access right away.

Refunds and gift-card payments

If your customer used a Zillo gift card balance to pay (in full or in part), that portion is automatically credited back to the same gift card. The card-paid portion goes back to their card via Stripe.

Example: a $100 order paid with $30 from a gift card and $70 on a credit card. A full refund puts $30 back on the gift card and returns $70 to the credit card.

Common issues

Next steps