When to use a refund
Before an order is sent, cancel it instead. Once an order is Sent or Delivered, the way back is a refund. The Refund… button shows on those orders while there is still something left to refund.
Refunds use the prices the customer paid. You can refund some lines, part of a line, or all of it, and the delivery charge once.
Make a refund
- Open Online shop → Orders and open the order.
- Press Refund….
- For each line that came back, type the quantity in the Return column. You cannot return more than is left on the line.
- Keep Put the goods back into stock ticked if the goods can be sold again. Untick it for damaged goods.
- Tick Refund the delivery charge if you are giving that back too.
- Choose How the money goes back: Cash handed back or Bank transfer.
- Type the Reason. It is required and goes on the refund document.
- Check the Refund total and press the Refund button, which shows the amount.
Cash on delivery before the courier collects
If a cash on delivery order is sent but not yet delivered, no money has been paid yet. The method is then fixed to Less for the courier to collect. Nothing is paid out; the amount to collect on delivery is simply lower.
Refunds that need approval
If you set an Online-shop refunds limit under Settings → Approvals, a refund at or above that limit is not applied straight away. You see a message that it was sent for approval, and it shows as Awaiting approval.
Nothing moves until a second person approves it in Approvals. If it is refused, it shows as Refused with the approver's note.
After the refund
The order shows a Refunds section with each refund number, method, lines, whether the goods were restocked, and the amount. The Refunded total appears under the order total.
The customer's order page shows "Refund issued" in its history and a Refunded line.