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Selling

Refunding part of an order

Refund one card without cancelling the whole order: agree with the buyer, issue the refund from the sale, ship the rest.

Last updated About 9 hours ago

When to use a partial refund

You've sold several cards and one of them is a problem: you can't find it, it's in worse condition than listed, or you listed the wrong quantity. Instead of cancelling the whole order, you can refund that part right away and ship the rest.

A partial refund is for part of an order only. To refund everything, cancel the order instead (see When You Receive an Order).

Step 1: Agree with the buyer first

Before you refund anything, message the buyer in the order chat. Say which card is affected and the amount you'd like to refund, and wait for their answer. Some buyers only wanted that one card and would rather cancel the whole order — that's their call while the order is still Awaiting Shipment.

Never ship a reduced order the buyer hasn't agreed to. If you refund part of an order and send the rest without asking, the buyer can report an issue, return the parcel at your expense and get a full refund. Our team reads the order chat when reviewing the case.

Step 2: Issue the refund

  1. Go to your Sales page and open the order.

  2. Select Issue a partial refund.

  3. Enter the amount. The dialog shows the maximum you can refund and anything already refunded on this order.

  4. Tick the confirmation box and select Refund now.

It works the same way in the CardNexus app. If you use a tool connected to your account, the Public API can issue the same refund.

The refund is immediate and final. Once you confirm, it cannot be undone, cancelled or recovered. Double-check the amount before you confirm.

What happens next

  • The buyer is refunded right away — the amount you entered, plus the matching share of the service fee they paid at checkout. It goes back to their payment method, usually within 5 business days. If they used a coupon, the refund is split between their payment method and the coupon.

  • The buyer is told by email, by notification and with a message in the order chat.

  • The order continues normally — same status, same shipping deadline. Ship the remaining cards as usual.

  • Your payout goes down by the refunded amount. Your commission is calculated on what you keep.

The money comes from the buyer's payment that CardNexus is holding for the order. Nothing is taken from your account or your bank.

Limits

  • Available from the moment the order is paid until it's completed: Awaiting Shipment, Shipped or Delivered, even while a cancellation request is pending.

  • Not available once the order is completed or cancelled, or while an issue is open. During an issue, use the refund proposals in the dispute instead (see How Dispute Resolution Works).

  • The amount always stays below the order total (items + shipping). For the full amount, cancel the order.

  • You can issue more than one partial refund on the same order, as long as the total stays below the order amount.

💡 Tip: A partial refund agreed in the chat usually avoids an issue later. Buyers who were asked first leave better reviews than buyers who found out on delivery.

Still need help? Ask the team