- Short answer
- Multibanco: refund in admin; Stripe emails the buyer for an IBAN. OXXO can't be refunded to OXXO: store credit where available, a gift card or SPEI.
- Multibanco timing
- Money moves only after the customer replies to Stripe's email with an IBAN.
- OXXO outside Shopify
- SPEI to the customer's 18-digit CLABE, then record it without processing the refund again.
- Undo
- An issued refund can't be canceled.
- Processing fee
- Not returned on a Multibanco refund; the OXXO page doesn't mention refund fees.
- Refund window
- Usually up to 120 days for Shopify Payments refunds; the Multibanco and OXXO pages we read name none.
- As of
- Shopify Help Center Multibanco, OXXO and refund pages, read September 26, 2026.
How does a Multibanco refund reach the customer?
To reverse a paid Multibanco order, refund it in Shopify admin; the customer can't cancel an authorized payment. An unpaid voucher is a different case.
Shopify's Multibanco page:
After you've created a refund in your Shopify admin, Stripe contacts your customer at the email address that was provided during checkout to request their IBAN.
Once the customer replies, Stripe sends a credit transfer, and then the order displays as Refunded or Partially refunded. The page, read September 26, 2026, doesn't say how long the customer has to reply, or what happens if they don't.
How do you refund an OXXO order in Shopify?
OXXO customers pay in cash, so there's no card or bank account on file, and OXXO payments can't be refunded to the original payment method through Shopify Payments. Issue store credit (when available) or a gift card instead (how they differ).
Or refund outside Shopify: send a SPEI bank transfer to their CLABE, which is their 18-digit Mexican bank account number.
Store credit refunds are recorded for you; gift card and outside refunds you record yourself, and recording moves no money. For an outside refund:
If available, deselect the option to process the payment refund so that you record the refund without processing it again.
An issued refund can't be canceled.
Do you get the processing fee back, and how late can you refund?
On Multibanco, no: the Multibanco page says Shopify Payments' processing fee isn't refunded, and Shopify Payments' refunds page adds that a refund incurs no additional transaction fee. The OXXO page doesn't mention fees on a refund (refund costs).
The same refunds page says the window depends on the customer's bank: you can usually issue a refund up to 120 days. The Multibanco and OXXO pages we read on September 26, 2026 set no window of their own.
If a gift card paid part of the order, a partial refund goes to the gift card first, the rest to the other method; you can adjust each amount manually, up to what each method has available. The part paid with OXXO still can't be refunded to OXXO through Shopify Payments.
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