How to refund an order from Connect Page
Access: Manager rights
Managers have special rights on the live shop site, which allows them to access the Connect page, where they can refund a Kindo Shop order.
If you don't currently have access to our Connect page, and would like this functionality, please email our Helpdesk -helpdesk@kindo.co.nz
When an order can be refunded
The Refund option becomes available 2 hours after the order's cutoff time. If the item has no cutoff time, it becomes available after midnight on the order date. Before then, the Refund option is faded, and you can cancel the order instead. See How to cancel an order.
1. Log in to the Shop site and select the Connect tab.
2. Type the students first name into the Member field.
3. Select the correct student. A list of all their transactions will appear, with the most recent at the top. To see older transactions, select
4. Next to the purchase you'd like to refund, select
5. A pop-up will appear listing every item in the purchase, grouped by student. If an item was bought more than once, each one has its own row.
6. Tick the box next to each item you'd like to refund.
7. The refund amount is filled in with the amount left to refund on that item. For a partial refund, change the amount. If the item is stock-tracked and you'd like it returned to stock, set Return Stock.
8. Enter the reason for the refund in the comment field. A comment is needed before you can submit. Check the total on the button (for example, Refund $12.00), then select it to submit.
The funds go straight back into the caregiver's Kindo account.Where refunds appear
- Transaction history: each refund appears on the date it was processed, showing which items were refunded and how much.
- On the original purchase: expand the purchase and open the Refunds tab to see every refund made against it. Select View refund to go to that refund.
- Reports and invoices: refunds appear on your weekly summary reports and invoice. On the Order Status report, only the items that were refunded are marked as refunded.
When the Refund option isn't available
- The order is before its refund time. See 'When an order can be refunded', above.
- The order has been cancelled. The pop-up will let you know the purchase has been cancelled.
- The order was refunded before October 2026. Refunds made before this date weren't recorded against individual items, so we can't work out what's left to refund. The pop-up explains this. If a further refund is needed, please contact our Helpdesk at helpdesk@kindo.co.nz.
- The purchase was made through Kindo Payables. These are refunded from the Payable Status page instead.