May 20, 2016 - 12:46 PM
Depending on what you are trying to do there are 2 possible scenarios
A) order wasn` shipped and customer wants to cancell and refund an order/ part of the order.
You need to go order`s settings and cancel/unprocess the order:
After that you can refund order/ part of the order.
B) order was shipped and customer wants to return and refund the order/ part of the order.
You need to claim RMA
and process it: