eCommerce Refunds

Summary #

In eCommerce itself you can process refunds in two ways:

  • Automatic: Refunds change the eCommerce order status and also reverse the charge so your customer gets their money (jump to section).
  • Manual: Refunds change the eCommerce order status, but you need to return the money manually to your customer (jump to section).

Automatic Refunds #

These are called Automatic refunds as when you process refunds that are connected to your payment gateway. Once you’ve processed this type of refund in your eCommerce Admin, no further actions are necessary.

  1. Check: Review the documentation or support of your payment gateway on whether automatic refunds are available. Most automatic payments fully support this.
  2. Scope: Refunds normally extend to products, taxes, and shipping fees. However, transaction fees charged by the payment gateway will likely be lost and not refunded.
  3. Setup: Make sure that your API settings are set and test your payment gateway and refunds while in sandbox or test mode:
  4. eCommerce: Refunds can be processed through the Orders:
    1. Go to: eCommerce > Orders.
    2. Select the order to refund.
    3. Go to the order summary, and select “Refund” to start.
    4. Specify the quantity of the product(s) to be refunded in the text box(es) that appear for each line item. The refund amount will automatically adjust based on the products refunded. If inventory levels are not managed, you can also enter the Refund amount, without adjusting the product quantity.
    5. If the quantities of items are not set when issuing a refund then the order is not marked as refunded and the email that is sent will say “partial refund.”
    6. Add refund notes, if desired.
    7. Select “Refund $XX.XX via [your gateway]”.

How Do I Know It Worked? #

Order Notes in the right sidebar will log refunds. Keep an eye on the order notes to learn if it’s been logged or if there’s an error message. A successful “Refunded” message in order notes concludes the refund.

Manual Refunds #

Note: This does not refund the customer via the payment gateway. Continue on to your payment gateway’s dashboard to start the refund process there, or transfer the money manually back to them.

  1. Check: Consult the documentation or support of your payment gateway on whether manual refunds are available. You will either need to:
    • Log in to your payment method account and process the refund there.
    • Transfer the money from your bank account manually.
  2. Scope: Refunds normally extend to products, taxes, and shipping fees. However, transaction fees charged by the payment gateway will likely be lost and not refunded.
  3. eCommerce: Refunds can be processed through your Orders page. To manually refund an order:
    1. Go to: eCommerce > Orders.
    2. Select the order to refund.
    3. Go to the order summary, and select “Refund” to start.
    4. Specify the quantity of the product(s) to be refunded in the text box(es) that appear for each line item. The refund amount will automatically adjust based on the products refunded. If inventory levels are not managed, you can also enter the Refund amount, without adjusting the product quantity.
    5. If the quantities of items are not set when issuing a refund then the order is not marked as refunded and the email that is sent will say “partial refund.”
    6. Add refund notes, if desired.
    7. Select “Refund $XX.XX manually”.

Items selected for a refund will be noted as refunded. Once the refund has been applied to the order, it will look like this:

Restocking Products Based on Refunds #

When processing a refund, you have the option to restock products by ticking the “Restock refunded items” box:

Refund Type #

There are two types of refund, either you want to do a full refund, refunding all the products purchased, or a partial refund where you just refund an item out of the entire order.

Full Refund #

To do a full refund, you will need to enter the total quantity for all the items in the order. Let’s say for example an order contains 4 Beach Bag and 5 Belt products. So you will need to enter the quantity of 4 for the Beach Bag and 5 for the Belt products.

Below is an example of when a full refund is completed:

Partial Refund #

Different from a full refund, in a partial refund, you just need to enter the quantity of an item in the order that you want to refund.

Let’s say, there is an order for Beach Bag, Bow Tie, and Beanie products. And we just need to refund the Benie product, then we enter the quantity for the Beanie product and process the refund.

Here’s an example of how we do it:

Below is an example of when a partial refund is completed:

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