How to process order refund

This module allows you to record the order payment refund and the movement of the return stock.  
This module supported by Shopcada POS.  

Topics for order refund:

 


Add New Refund To Web Order

   

  • Go to MANAGE YOUR STORE (DASHBOARD), go to ORDERS then go to ORDERS
  • Locate your order, click [VIEW].

  • Click [ADD REFUND]

Orders under PENDING status cannot be refunded. 
To edit order under PENDING, you may go to EDIT order. 

  • Enter the refund item quantity. You may adjust the product price for the refund. 
  • Enter the refund Shipping amount. 

The maximum refund quantity and amount cannot more than the original value. 

  • Check if the refund item will put back in stock.

  • Select a [REASON TYPE] and [NOTES] for a record. 

You can customise the REASON TYPE from the Refund Setting. 
Both REASON TYPE and NOTES can be part of the refund notification. 

  • Select a [REFUND] mode according to how your refund (pay) customer:
      • Store Credit 
        This mode will automatic enable when you have Store Credit module installed at your site. 
        System will auto-generate a credit note to customer account

      • Gift Certificate
        This mode will automatic enable when you have Gift Certificated module installed at your site.
        System will auto-generate a gift certificate to customer account

      • Reward points
        This mode will automatic enable when you have Reward module installed at your site.
        System will auto-generate a gift certificate to customer account

      • Payment Method enable for the site (Bank Transfer / Stripe / Paypal / Cybersource)
        Select this if you are manually refund directly from your payment gateway (e.g. Paypal / Stripe) or Cash.
        Enter a note under REFERENCE.
        Customer will receive refund notification with the note. 

      • Discount Code
        Select this if you are issuing fixed amount discount code for the customer. 
        Create the discount code as usual, and enter the code as REFERENCE.
        Customer will receive refund notification with the code. 
         
         
    You may configure custom email notification for each refund (payment) method.
    Email notification is optional. E.g. Do not send email for refund in cash or NETS.
    Refer to the guide below
  • Click [REFUND] to create the refund and trigger notification to the customer. 

 


After create a Refund

Order Status

The system will auto update the order status for order with a refund based on the amount refunded:

  • Completed / Partially Refunded
  • Fully Refunded

 

Reporting

Order gross sales amount will remain unchanged for the sales report. Refunded amount will be added to the order records, which will reduce the Net Sales amount. 

Refund report is available at MANAGE YOUR STORE (DASHBOARD), go to REPORTS then go to REFUND REPORTS
You may also check on the break down of the reason code for improvement actions.  

 

Refund Record

  • Refund record will be save and display at the order details page.
  • If there is available item, you will be able to [ADD another REFUND].

Order Summary

  • Order summary will be updated with the refund transaction, and show the net value after refund.
    • Item will be marked as REFUNDED if all ordered quantity is refunded.
    • Item marked as PARTIAL REFUNDED if not all the order quantity is refund. 

Invoice

  • Refund record will show at invoice. You may resend the invoice, if required by customer. 

Shipment Package

  • Available items for order fulfilment will be adjusted too.
  • This only applicable to yet to ship items. 
  • Created package will be intact. 

  


Setting: Refund Code

You are allowed to customised the order refund reason types. 
You can also set up a customised order refund notification. This email will send to customer every time you add a refund to order. 
 

   

  • Go to MANAGE YOUR STORE (DASHBOARD), go to SETTING then go to ORDERS, tab REFUNDS
  • Enter the required [REASONS FOR REFUND]
  • If you are using store credit or gift certificate, you may set up the credit validity period for the credit. By default, the period will be same as the setting at the individual module.
  • Click [SAVE CONFIGURATION]


Setting: Refund Notification

You can configure custom notification for each refund (payment) method. Email notification is optional. 

  • Go to MANAGE YOUR STORE (DASHBOARD), go to SETTING then go to ORDERS, tab REFUNDS
  • To send a generic email for all refund mode: check the option [Enable Generic Email Notification Upon Refund].
  • To send refund (payment) method specific notification: check the option [Enable Email Notification Upon Refund by XXXX].
  • Update the email subject and body. 
  • Click [SAVE CONFIGURATION]