Thank you, Adam. I know it was a simple matter, but I wanted to be sure before I clicked on anything using guesswork. I must say I find the present Help set up rather cumbersome to use; yesterday when I searched Refund I got a pop up window open with information about weights! The Help process can become very frustrating to use when you keep typing and searching but cannot get exactly the information you need, especially when you need to clarify something quickly, and being on the other side of the Atlantic with the time difference does not aid getting help when I need it during the business hours over here. Lunctime there/evening here.

The refund appears to have gone through, now, and I've double-checked in PayPal to see it has gone through. I didn't notice any text box to add a message to the seller in my Order Cancellation, is there anyway to include a courtesy message with the refund - or if not could an option to include a courtesy message be built into the refund process - or have I missed something?

No problem, @Tigger. I haven't done a refund recently, but I seem to recall there was a checkbox to notify the customer of a refund. 

https://hc.weebly.com/hc/en-us/articles/227181568-Manage-Individual-Orders#Refund an Order

There is a checkbox to email the customer BUT this just tells them the order is cancelled. What we want is the option to add a note so we can advise why we are cancelling the order. I use a workaround now - cancel the order then email the customer to tell them why its being cancelled as you want to keep the customer happy with good communications!

cheers Mike

There should be a text field with the checkbox to enter a message (there was last I looked). Do you see something different, @mikeg?

Adam

The checkbox is there but Im pretty sure a text box does not come up! I will try and check this out next time I do a refund!

Cheers Mike