Refunds & Exchanges for Ecommerce Sales

Full Refund & Return

• When a customer wants to return everything they ordered and receive a refund, a full refund will be issued. 

• To do this, navigate to the ecommerce sale (Sales > Sales) you wish to refund and click into it. 
• Click "Issue refund".

• Click "Max" to populate the full refund amount, select a reason for the refund and then click "Refund XXX.XX".

• When the full refund is issued the items in the order are returned, and the payment status changes to "Canceled".

Partial Return with Refund

• When a customer wants to return an item, or items, in a sale, but not all items, a partial return & refund will be issued.
• Navigate to the sale (Sales > Sales) details and click the down arrow next to the product to be returned.

• Change the quantity of the item to "0".
  • The amount to refund is then auto-populated.

• • If other items need to be returned repeat the same process for each item.
    • As more items are returned, the amount to refund will also increase.
• When all items have been returned, click "Refund XX.XX".

• • Click "Max" to auto-populate the max amount that can be refunded and click "Refund XX.XX".

• The payment status will change to "Partial refund", the removed items will be indicated below the kept items, and the amount refunded will display.

Partial Refund

• Partial refunds are issued when the amount to refund isn't the full amount paid for an item.

• • Example 1: If a customer wants to return an item(s) shipped to them and you do NOT want to return the shipping cost, a partial refund will be issued.
  • Example 2: After the sale is complete, you discover the customer is eligible for a discount and would like to refund that discounted amount.

• • Example 3: You find out after the sale has been paid that there are tax exempt items in the sale, a partial refund will be used to refund the tax.

Example 1 (Keep shipping cost)

• Within the sale details, locate the item that is being returned and click the down arrow next to it to view more options.

  • The price of the item has to be adjusted to produce the desired refund amount.
  • If the price of the item is $39.95 and $20.00 in shipping will not be refunded, the price of the item must be changed to $19.95 ($39.95 - $20.00).
• Click into the Price field and enter the new price ($19.95).

• • The amount to refund will auto-populate.
• Click "Refund XX.XX".

• Click "Max" to populate the max amount that can be refunded and click "Refund XX.XX".
• If desired, enter a comment explaining the refund.

• The payment status will change to "Partial refund" and the new price of the item will be indicated, as well as the refunded amount.

Example 2 (Apply a discount)

• Within the sale details, locate the item that will be discounted and click the down arrow next to it to view more options.
• Enter the discount amount. (Can be entered as a percentage or dollar amount.)

• Follow the same procedure to discount additional items.
• Once all items have been discounted, click "Refund XX.XX" to refund the discounted amount.

• Click "Max" to populate the amount to be refunded and click "Refund XX.XX".
• The payment status will change to "Partial refund", the new discounted price of the item will display as well as the refunded amount. 

Example 3 (Refund tax)

• Locate the affected order and navigate to the sale details.

• Scroll toward the bottom of the sale and click on "Tax breakdown".

• Check the "Override total combined taxes" box, enter $0.00 for tax exempt, and click "Save".

• • If the items are not tax exempt and you need to reduce, rather than eliminate, the tax charged, enter the new tax amount to be charged and click "Save".
• Scroll up to the payment summary section and click "Refund $X.XX".

• Click "Max" to populate the amount that can be refunded, and then click "Refund $X.XX".
• The payment status will update to "Partial refund" and the amount refunded will be visible after the sale totals.

Exchanges

Exchange with refund due

• If a customer wants to exchange an item they purchased for a lesser priced item then an exchange with refund will need to be performed. 

• Begin by navigating to the sale details of the applicable sale.
• Click into the "Add product" search bar, search for the item you wish to add, click on the item and then click "Add Product".

• • The new item will now display in the product list in the sale details.
• Next, click the trash can icon next to the item they are exchanging. 

• • The quantity of that item will change to "-1" and the price will change to $0.00, but for record keeping purposes the item will not disappear from the sale. 
• To issue the refund, click "Refund $XX.XX".

• Click "Max" next to populate the max refund amount, and then click "Refund $XX.XX".
• The payment status will change to "Partial refund", both the newly added item and the removed item will be visible, as well as the refunded amount. 

Exchange with payment due

• If a customer wants to exchange an item they purchased for a higher priced item then an exchange will need to be performed and additional funds collected.

• To begin, navigate to the sale details of the applicable sale.
• Click into the "Add product" search bar, search for the item you wish to add, click on the item and then click "Add Product".

• • The new item will now display in the product list in the sale details.
• Next, click the trash can icon next to the item they are exchanging. 

• • The quantity of that item will change to "-1" and the price will change to $0.00, but for record keeping purposes the item will not disappear from the sale. 
• In the payment summary section, click "Take payment".
  • The amount added, amount removed and amount to pay will be visible.

• Click on the desired payment method to record payment.

• • If desired, enter a comment, and then click "Take payment" again to confirm.
• Both the newly added item and the removed item will be visible and in the sale timeline, a record of the additional payment taken will be noted.