Refunds and returns

When the money collected through MercadoPago does not match the order total, the order shows the difference and offers you the button to settle it: ask the buyer for the balance, or give back what they overpaid.

Step by step

Give money back to the buyer

1. In the side menu, go to Sales → Orders and open the order.
2. Scroll down to the Order Summary card.
3. If what was paid exceeds the total, you will see the Credit balance line with the amount, and below it the Reembolsar Dinero button.
4. Tap it. The platform splits the refund across the approved MercadoPago payments and returns exactly the difference.
5. The buyer gets an email confirming the refund. That email goes out about 13 seconds later, so do not panic if you check the inbox immediately and it is not there.

Ask the buyer for an outstanding balance

1. Open the order and scroll to the Order Summary card.
2. If the total exceeds what was paid, you will see the Balance due line with the amount, and below it the Solicitar Pago button.
3. Tap it and confirm. A payment link is emailed to the buyer.
4. The link also appears in a read-only field inside the Online payments card: click the field to select and copy it, and send it by WhatsApp if you want.
5. When the buyer pays, the order moves to ACREDITADO on its own.

Cancel an order and refund everything collected

1. Open the order, tap Edit order and then the red Cancel order button. Confirm.
2. Go back to the Order Summary card. Since a cancelled order's total becomes zero, everything collected becomes a credit balance for the customer.
3. Tap Reembolsar Dinero to return the full amount.

This is the real "cancel and refund" path.

The four payment statuses

They are calculated by comparing what actually came in through MercadoPago against the order total with its frozen tax. The calculation deducts cancelled or rejected payments and amounts already refunded.

• ACREDITADO — what was paid equals the total, and it is not zero. An order at zero with no payments shows no status at all.
• EXCEDENTE — what was paid exceeds the total. It happens when the buyer pays twice, overpays, or when the order was edited downward after collection. Also when an order that already had payments is cancelled.
• INCOMPLETO — what was paid is less than the total. The difference is still to be collected.
• RESUELTO — Collect Online is off on the order and there is at least one payment recorded. It indicates the difference was settled outside the platform. With Collect Online off and no payments at all, the order shows no status.

You can filter the listing by these four statuses from the online payments column selector.

How much gets refunded

There is no field for choosing the amount: the system returns exactly the surplus, split across the approved payments. If you need to refund a different amount, for example a goodwill credit for faulty goods, the path is to edit the order downward to create the surplus and then tap Reembolsar Dinero.

Marking an order as settled

If the payment was closed by transfer, cash or account credit:

1. Open the order and find the Online payments card.
2. The button says Cancel Collect Online while online collection is active. Tap it.
3. The confirmation appears: "Si cancelas, deberás resolver el cobro de este pedido manualmente." If the order already has payments recorded, it adds "Además el mismo se clasificará como RESUELTO en los pagos online, indicando que has decidido resolver por otro medio."
4. Confirm.

To go back, the same button now says Collect Online: tap it and you get the MercadoPago actions back.

There is no button to cancel a single payment

There is no way from the dashboard to reverse an individual MercadoPago payment while leaving the rest of the order as it is. The only money operations available are Solicitar Pago and Reembolsar Dinero, and both work on the order's total difference. If you need to void a specific charge, do it from your MercadoPago account.

If you cannot find it

• You do not see any payment button on the order. The buttons live in the Order Summary card and only appear if you have MercadoPago connected, Collect Online active on that order, and a difference between what was paid and the total. If what was paid matches the total, there is nothing to do and no button is shown.
• You cannot see the Online payments card. It only appears with MercadoPago connected.
• You cannot see the payment link. The field only appears after you tap Solicitar Pago.
• All three operations require the Orders permission.
• You refunded and the buyer says the email never arrived. Wait a few seconds: it goes out with about 13 seconds of delay.
• The refund fails. Check in MercadoPago that the original charge is credited. Refunds are only split across approved payments; payments in process or pending cannot be refunded.