A refund sends real money back through PayPal. The same dialog is also where you decide whether the digital access and the event places that order bought go back too.
The screens pictured here are an example ministry’s, so the names and figures in them are not yours. Everything they show works the same way in your own admin.
Open Back Office, then Commerce, then Purchases, and double-click the order.
Press Refund, in the Contact card at the top.
It reads Refund More where something has already been refunded, and the dialog says how much of the charge is left.
Leave the amount alone to refund the lot, or type less for part of it.
A full refund closes the order. A partial one leaves it open, and more can be refunded later.
Decide about the two tick boxes.
Revoking digital-library access and cancelling the event registrations this order made are both offered on a full refund, and both start ticked.
Press Refund.
The button is red, and says the amount when it is a part.
The money goes back through PayPal and cannot be undone from here.
An order that was free, or entirely covered by a coupon, has no PayPal charge behind it. Those can only be marked refunded, with no amount to choose.
Every refund is written under Refunds on the order's timeline, with who did it and the PayPal id.