Offer store credit instead
On Starter and Pro, customers can choose store credit with a bonus: they get it right away and you keep the revenue.
Cash on delivery · Mobile money
Refund cash-on-delivery orders by mobile money, transfer or cash.
When an order was paid on delivery, there is no card to refund. TrackBack lets customers tell you where to send their money, and records every payout in Shopify so your orders and reports stay accurate.
The problem
Shopify can’t send a COD refund for you.
Cash-on-delivery orders are paid through a manual payment method, so Shopify has no card or wallet to send the money back to. Many stores end up collecting numbers over WhatsApp, paying from a phone and noting it somewhere, with no link to the order.
How it works
From return request to recorded payout.
Supported payout methods
- Wave
- Orange Money
- MTN MoMo
- Moov Money
- M-Pesa
- Airtel Money
- Bank transfer
- Cash
- Other
You choose which methods appear in your portal.
- 1
The customer picks a payout method
For orders paid on delivery, the portal offers “Mobile money or bank transfer” instead of a card refund. The customer chooses among the methods you enable and enters their number or account and the account holder’s name.
- 2
You approve and receive the items
Handle the return as usual: approve it and receive the parcel. TrackBack restocks the items in Shopify.
- 3
You send the money
Pay the customer from your own wallet or bank account. TrackBack never holds or moves your funds.
- 4
Record the payout
Click “Record payout” and add the payment reference. TrackBack records the refund on the Shopify order, with the method and reference in the note.
- 5
The customer is notified
An email (and WhatsApp on Pro) confirms the refund, and the tracking page shows the return as completed.
Good to know
Built for stores that sell on delivery.
Account numbers masked
Payout numbers are masked in the admin and included in the GDPR data requests triggered from Shopify.
In French and English
The whole flow, emails included, follows your customer’s language.
Included on the Free plan
Cash-on-delivery refunds are available on every plan, including Free.
FAQ
Cash-on-delivery refund questions.
Does TrackBack send the money to the customer?
No. You pay the customer with your usual wallet or bank, then record the payout and its reference in TrackBack. You stay in control of your funds.
Which methods can customers choose?
Wave, Orange Money, MTN MoMo, Moov Money, M-Pesa, Airtel Money, bank transfer, cash or another method. You decide which ones appear in your portal.
What happens in Shopify?
TrackBack records the refund on the order, with the payout method and reference in the note, and restocks the returned items, so your orders and reports stay accurate.
Which plans include cash-on-delivery refunds?
All of them, including the Free plan (10 return requests per month).
Can customers get store credit instead of cash?
Yes, on Starter and Pro. Store credit can come with a bonus, such as +10%, and is issued as Shopify store credit or a gift card.
Stop tracking COD refunds in a notebook.
Install TrackBack free: cash-on-delivery refunds are included in every plan.