You can give a customer a full or a partial refund for an order. To do so, you will need to login to the merchant account of the payment processor you use and issue a refund there.
To notify your customer about the refund:
- Go to your Ecwid Control Panel → My Sales → Orders.
- Find the order that was refunded.
- Click the orange payment status and select Refunded for a full refund or Partially Refunded for a partial one. The customer will receive a notification about the changed order status in their inbox: