Excluding Transactions
By default, RefundShield monitors all refund events for your app. Excluded Transactions let you opt specific purchases out, RefundShield will not attempt to block refunds for those orders.
When to Use This
Excluding a transaction is useful when:
- A customer has a legitimate complaint and you want to let the refund go through without contesting it
- You've already resolved the issue with the customer directly (e.g. via support) and want to honour their refund
- A purchase was made by a tester or internal account
Excluding a transaction does not refund the customer, it only means RefundShield will not try to block the refund for that order.
How to Exclude a Transaction
- Go to Apps and open the app you want to configure
- Click Edit
- Scroll to Excluded Transactions and click Unlock to edit
- Enter one or more Order IDs, separated by commas
- Click Save changes
Use the Order ID, not the individual purchase token. This ensures the exclusion applies across all related charges for that order.
Removing an Exclusion
To re-enable protection for a previously excluded transaction, unlock the field, remove the corresponding Order ID from the list, and save.