For one of my Shopify stores (InsideOut). I keep getting a Server Error when I click on Refund to process a refund of a transaction. I have cleared my cache and cookies. Any ideas or suggestions?
David
Topic summary
Server error occurs when attempting to process a refund in a Shopify store (InsideOut), despite clearing cache and cookies.
Possible causes and checks:
- Local issues (browser, ISP, device) were considered but clearing cache didn’t help.
- Likely an account permissions issue: staff may lack “Edit orders” permission required to refund.
Steps to resolve permissions:
- Log in as account owner > Settings > Users and permissions.
- Select the staff account > Permissions.
- Enable “Edit orders” under Orders > Save.
- Then attempt the refund again (link provided).
Escalation if issue persists:
- If you’re the owner or already have “Edit orders” and still see server errors, create a support request via the provided link after logging in and selecting the relevant topic.
Notes:
- A screenshot is included to show where to enable “Edit orders.”
Outcome/status:
- No confirmed resolution yet; action items are to verify permissions and, if unresolved, contact Shopify Support.
Hey, @DavidTWoodard ! Welcome to Shopify Community!
I’m sorry to hear you’re having trouble refunding an order. While clearing your cookies and cache didn’t resolve it, I’m glad you tried doing it as local issues caused by your surrounding circumstances (e.g. browser, internet service provider, or device) can be a common cause for this. In this case, it’s likely that it’s caused by something else.
When a server error appears when attempting to refund an order and it’s not an effect of a local issue, it can be an account permissions issue. If you have a staff member account and are not the account owner, could you please have the account owner check that you have permission to edit orders? This can be done with the following steps:
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Log into your Shopify admin as the account owner.
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Go to Settings > Users and permissions.
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Click the relevant staff name under the Staff section.
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Scroll down to Permissions.
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Check Edit orders underneath Orders.
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Click Save.
You should be able to refund orders with the permission to edit orders. You can then try to process the refund again.
If you are the account owner or a staff member with permission to edit orders, and you aren’t able to refund an order due to the server error, we will need to investigate and take a closer look at the issue. If this is the case, please visit https://bit.ly/3cJkx8V and create a support request.
After visiting the link and logging in, you’ll be prompted to select the topic of your concern so we can connect you to the right articles and support team. Once you do, you’ll be able to find the options for support below the help docs that are presented to you.