Learn how to return an unwanted item and how to refund your customer for an online order.
To begin, navigate to Sales > Website Order Search.
- Adjust the dates to be appropriate, and search for the last name on the order.
- Click the green (edit) pencil next to the order you wish to refund.
- Scroll down to Order Contents and click the red circular (Return Item) arrow next to the item(s) that are being refunded.
- Note the amount that now reads in the parentheses in Balance Due.
- Scroll further to Payments/Authorizations and click the blue box or the red circular arrow.
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- A pop-up will appear; fill in the amount listed in Balance Due into the refund amount.
- Select a reason for the refund.
- Enter an explanation for the refund.
- Click the button at the bottom of the pop-up to refund their money.
All fields must be completed in the pop-up, and there is a 220-character limit for the comments.
- Within Payments/Authorizations, you should see the appropriate amount marked as refunded, and your Balance Due should now read Paid in Full.
Other Scenarios
You may need to refund shipping for an order if a customer changes their mind. The steps are similar to the above but have a crucial difference.
- Scroll down to Order Calculator.
- Adjust the shipping cost or taxes as necessary.
- Click the "Recalc Total" button.
- Scroll further down, click the blue box in Payments/Authorizations, and issue a partial refund for the amount listed in red at the bottom of the Order Calculator section.
Refunds can take 3-14 business days to process back to the customer's bank account.