If your credit card processor requires refunds to be processed directly on the gateway portal (uncommon), contact support to enable the "manual refunds" setting on your site, then use these instructions to mark the order as refunded and complete in the software.
Note: before using manual refunds, we recommend verifying that your account is limited to processing refunds directly in the gateway - direct refunds is typically a setting choice rather than an account limitation.
Edit Order as needed before refunding:
Process refund in gateway, then mark as refunded in software:
You must go directly to your gateway virtual terminal to process the refund. Once the refund has been processed on your gateway portal, mark the order as refunded: