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# Offer store credit instead of a refund

A refund takes the money out of your business. Store credit keeps it. Turn it on under **Features → Returns and exchanges → Setup**, in **Resolution options**. Add a bonus percentage and most customers pick credit willingly — a 10% bonus costs you a tenth of the credit, where a refund costs the whole sale.

## Why this matters

* **Refund to original payment** — The whole sale. The money leaves.
* **Store credit** — Nothing today. They spend it with you.
* **Store credit + bonus** — The bonus only — a tenth of the credit at 10%
* **Exchange** — Nothing. You keep the sale entirely.

A 10% bonus on a $50 return costs you $5. A refund costs you $50.

## Turn it on

1. Go to **Features → Returns and exchanges → Setup**.
2. Scroll to **Resolution options**.
3. Turn on **Store credit**.
4. Turn on **Store credit + bonus** and set a **Bonus percentage**. Start at 10.
5. Save.

Customers now see a **+10% bonus** badge beside store credit when choosing.

## Put credit first

Turn on **Show credit first** and store credit appears at the top of the list, marked as recommended.

A small change that shifts the default. People take the first reasonable option offered.

## Let them spend it immediately

**Show products to spend the credit on** is the strongest setting here.

Turn it on and a customer who chooses credit is shown products in their price range straight away. One tap puts their credit, plus any bonus, toward a new order — they pay only the difference.

This turns a return into a second sale in the same session, while they are still thinking about your products.

### The price range

Set how far above the credit value to show products. A wider range gives customers more to choose from, and they often spend more than their credit is worth.

## Good to know

**The bonus is what convinces people.** Customers take credit because it is more money, not because you asked. Without a bonus, most choose the refund.

**Store credit is not a gift card.** Credit attaches to the customer's account and applies at checkout. A gift card is a transferable code. Credit is the better nudge, because it only works for that customer, in your store.

**Do not refund again in Shopify.** After Account Editor issues credit, Shopify still shows its own "refund owed" banner — it does not know the customer was paid. Read the order note first.

**Keep the bonus below your margin.** A bonus larger than your margin turns a retained sale into a loss.

## Troubleshooting

* **Customers never choose credit** — Why: No bonus set, or refund is listed first — Fix: Add a bonus, and turn on **Show credit first**
* **The bonus badge does not show** — Why: **Store credit + bonus** is off — Fix: Turn it on and set a percentage
* **No products appear to spend it on** — Why: **Show products to spend the credit on** is off — Fix: Turn it on and set a price range
* **Few products are shown** — Why: The price range is too narrow — Fix: Widen it
* **Shopify says a refund is owed** — Why: It does not know credit was issued — Fix: Read the order note. Do not pay twice.
* **The credit was not applied at checkout** — Why: It attaches to the customer's account — Fix: Check they are signed in

## FAQ

### What bonus should I offer?

Start at 10%. It is enough to shift most decisions and stays well inside a typical margin. Raise it only if customers still choose refunds.

### Can I offer only store credit?

Yes — turn off **Refund to original payment**. Check your local consumer law first; some countries require a refund for faulty goods whatever your policy.

### What is the difference between store credit and a gift card?

Credit attaches to the customer's account and applies automatically. A gift card is a transferable code. Credit is the stronger retention tool.

### Does the bonus apply to exchanges too?

The bonus is for store credit. An exchange already keeps the whole sale, so it does not need one.

### Will customers feel pushed?

Not if the bonus is real. You are offering more money for taking credit, and they are free to decline.

## Related articles

* [Set up returns and exchanges](/en/article/set-up-returns-and-exchanges-1oo6o3g/)
* [Manage return requests](/en/article/manage-return-requests-1pzfabc/)
* [Keep the sale when someone starts a return](/en/article/keep-the-sale-when-someone-starts-a-return-q1u535/)
* [Let customers cancel an order](/en/article/let-customers-cancel-an-order-1dvl1vq/)