How refunds work

When a warranty sold through your store is cancelled, the refund reaches the customer the same way their payment did: through your store. Mulberry never charged your customer, so Mulberry doesn't refund them — you refund the plan the way you'd refund any other line item, and in practice that's a full refund of the plan price. Mulberry's part is to cancel the coverage and square the plan cost away on your billing.

What happens when a warranty is cancelled

1. The warranty is cancelled — automatically when the order is cancelled in your platform, or by hand from your partner dashboard (a return on its own doesn't cancel it). See Cancel a warranty.
2. You refund the customer through your platform's normal refund flow. The plan is a line item in your store, so it's refunded like any line item — in practice, in full.
3. Mulberry marks the coverage Cancelled and sends the customer a cancellation email. You should now see the warranty's lifecycle status as Cancelled on any subsequent CLAIM_UPDATE.
4. The cancelled plan is reflected in your Mulberry billing. Your account manager handles the reconciliation — see Billing.

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There is no refund-completion webhook

Since you issue the customer's refund yourself, there's nothing to wait on from Mulberry — and Mulberry doesn't send one. Treat the cancellation itself as the event; don't build a flow that waits for a refund callback.

Plans Mulberry sells directly

Warranties a customer buys from Mulberry directly — a post-purchase offer from a Mulberry email, or a Mulberry-billed plan — are charged and refunded by Mulberry, under the plan's own terms. There's nothing for you to refund or build for those; direct the customer to Mulberry customer support.

Mulberry Unlimited subscriptions on Shopify have their own lifecycle: cancelling the subscription ends the plan without a refund, since the customer only ever pays for the period they're in.

Related

• Cancel a warranty — the three cancellation paths and what each one does
• Billing — how the cancelled plan is reconciled on your account
• How claims work — the claim lifecycle, including how a cancellation can close open claims