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How to Issue an Itemized (Partial) Refund

Learn how to refund part of a transaction instead of the full amount.

An itemized refund lets you refund specific items or amounts from a checkout rather than the entire transaction. This is useful when only part of a purchase needs to be reversed. Common situations include:

  • A purchaser bought multiple tickets or items and wants one of them refunded
  • A purchaser is owed a partial amount, not the full item price
  • An item needs to be returned to inventory so it can be sold again

If you need to refund the entire transaction instead, see How to Issue a Full Refund.

How to Issue an Itemized Refund

  1. From the Dashboard, go to Results and then click All Transactions.
  2. Next, find the transaction that you would like to refund. Type the purchaser’s name, email, or checkout ID into the search bar.
  3. Click the 3-dots on the right and click Issue Refund.



  4. Under Refund Type, select Itemized Refund.
  5. Choose whether to refund tax receipted amounts. 
  6. Review the itemized breakdown of the checkout.
  7. Select the purchasable(s) you'd like to refund.
  8. For a full refund of a specific item, select Full under refund type for that item. For a partial refund, enter the amount under Refund Amount.
  9. If you'd like the item added back to inventory after the refund, check Yes. Selecting the full refund amount for an item automatically returns it to inventory.



  10. Select a reason for the refund: Request By Customer, Duplicate, or Fraudulent.
  11. Choose whether to send a refund receipt and confirmation email to the purchaser.
  12. Click Refund.

The tax receiptable portion can apply to donations, event tickets, or items that include a tax-receipted amount. If you issue a refund for any tax-receipted transaction, the original tax receipt will be voided.

For Canadian organizations, the CRA requires reporting of voided tax receipts, which remains the organization's responsibility, as Trellis does not handle this reporting.

An item returned to inventory can still be partially refunded again later, as long as there's a remaining refundable amount on it.

Frequently Asked Questions

How are transaction fees handled during refunds?

Transaction fees are non-refundable in Stripe. There are no fees to refund a charge, but the fees from the original charge are not returned. If the original charge underwent currency conversion, the refunded amount is converted back using the same process.

If the donor covered the fees, the donor will be refunded the entire amount (including fees) and your organization will have the transaction fees deducted from your payout.

If your organization covered the fees, the purchased amount will be refunded to the donor and the fee will remain at the organization's expense.

If using our 0% Fees feature, the donor can be refunded the amount they paid, and Trellis covers the fees.

Can I refund just the 0% Fees amount back to the purchaser?

Yes. Issue an itemized refund, but don't select any items to refund. Instead, scroll to the bottom of the page and toggle on Refund Fees and Platform Support to Purchaser. 

Please Note: The total refund amount won't be displayed for this type of refund, since the amount comes directly from Trellis. The platform support portion is refunded to the purchaser's original payment method, and your organization won't be charged processing fees.

Can a refund be cancelled once it's issued?

No. Once issued, a refund cannot be cancelled.

Can I issue a second itemized refund on an item?

Yes, an item returned to inventory can still be partially refunded again later, as long as there's a remaining refundable amount on it.