If you're using the Agentic Storefront without Swap Returns, we recommend processing refunds through your Agentic merchant dashboard in Swap to ensure they are handled properly by Adyen. Refunds made through Shopify will reach the customer via Adyen, but may not show up in the Swap dashboard, resulting in inconsistent data and making it harder for our team to debug any issues with your returns.
📌 This article covers refunds for merchants using the Agentic Storefront without Swap Returns. If you're using both, see How to issue an Agentic Storefront refund with Swap Returns.
How to issue a refund
Log in to your Agentic merchant dashboard.
Navigate to Orders and locate the order by order number.
Click Refund and enter the amount to refund.
Click Confirm.
The order status will update to Refunded or Partially refunded — allow approximately one minute for this to reflect.
⚠️ Do not click Refund more than once before the status updates. The dashboard takes up to one minute to reflect a confirmed refund. Submitting the same refund twice will result in the customer being refunded twice. Wait for the status to change before taking any further action.
How to verify a refund was processed successfully
A refund confirmation letter can be downloaded from Adyen once the refund has been submitted.
When you see the status Refund Scheduled in Adyen, this means Adyen has submitted the refund to the payment network — it does not mean the customer has received the money yet. Funds typically take 3–5 business days to appear, depending on the customer's bank.
💡 What Swap support can see: Swap's support team can verify refund status directly in Adyen, including the reason for any failures or delays. If you're unsure whether a refund went through, contact support with your order number and they can confirm.
Partial refunds — how to check how much has already been refunded
The Agentic merchant dashboard does not display a running refund total. To calculate what has already been refunded:
Open the order and check the Actions field. This shows the maximum amount still available to refund.
Subtract this from the original order total to get the amount already refunded.
For example: original order £157, Actions field shows £137 — £20 has already been refunded.
What the customer receives
Refunds processed through the Agentic merchant dashboard do not trigger an automated email to the customer. You will need to notify the customer directly that their refund has been issued.
⚠️ Refunds do not sync to Shopify. Your Shopify order page will continue to show the original order total after a refund is issued. Adyen is the source of truth for refund status — not Shopify.