If a customer requires a refund, you will need to manage this via Catch.

Note: You CANNOT refund an order via Shopify, Bigcommerce or our system. It MUST be done from within your Catch seller account, no Catch orders cannot be refunded via our platform.

To refund an order, you must do so by logging into your Catch seller account.

The process is outlined in this FAQ (you will have to log into your Catch Seller account to view this article): How to issue a refund

Once you have refunded the order in your Catch account go into Omnivore, go to Orders->All Orders from the left navigation and search for the order by Catch order number.

Click into the order by hitting the order number or "view"

Hit the "mark as refunded" button on the top right. This will not refund the order again, but it will update the status in Omnivore. You may also need to manually handle the order in your website as well.

Note: Shopify retailers hitting refund in Shopify will NOT refund any Catch orders