Refunds
- Cesar Daldosso (Unlicensed)
- Susanna Romanelli (Unlicensed)
What is the automatic refund?
With the automatic refund, we refer to the action to refund the order of a customer using the refund button on the order page (see the below example)
This will open the refund tab (see the below example)
From which the user can set:
The Refund Percentage or the Refund Amount
The Refund Reasons
and then click on save button to trigger the refund into the customer’s original payment method.
What is the manual refund?
The manual refund refers to the refund that has been done inside the payment provider Dashboard, and which is not reflected in the CRM order page.
Consequently, users can flag the order and change the order status in CRM, when an order has been manually refunded inside the payment provider dashboard, by using the toggle of the Manual Refund in the Refund tab on the order page.
Please note that the manual refund toggle in CRM is just a way to flag the order status as refunded. Therefore, the real refund has to be triggered inside the payment provider dashboard.
What are the differences between automatic and manual refunds?
The differences between automatic and manual refunds are:
Automatic Refund | Manual Refund |
|---|---|
The refund is triggered from the CRM to the Payment Provider dashboard automatically, which returns the status of the refund when it is processed correctly and response CRM with the proper receipt, enabling it to conciliate the information. | The refund is NOT informed to the payment provider where the original order was made. Which is a third party platform that doesn’t have connection with CRM |
When an order is partially or fully refunded, the order status in CRM change, the receipts are generated. | When an order is partially or fully MANUALLY refunded in the payment provider dashboard, the order status in CRM doesn’t change unless the user set the Manual Refund toggle to ON in CRM |
When an order is partially or fully refunded, the details of the refund (amount, date, transaction details, etc) are available in CRM as soon as the refund has been done | When an order is partially or fully MANUALLY refunded in the payment provider dashboard, the details of the refund (amount, date, transaction details, etc) are NOT available in CRM |
The system will leave automatically a note, in the Notes section, informing:
| When an order is partially or fully MANUALLY refunded in the payment provider dashboard, the system will NOT leave automatically a note, in the Notes section, informing:
|
How can I automatically refund a customer?
In order to automatically refund a customer, please follow the below instructions:
Go to the Order page
Scroll down to the Payment History section
Go to the right side of the Payment History section and click on the Refund button
This will open the Refund tab (see the below example)
From which the user can set:
The Refund Percentage or the Refund Amount
The Refund Reasons
and then click on save button to trigger the refund into the customer’s original payment method.
Once the refund is successfully done, on the Order page the user can see:
The order status changed to Partially Refunded or Refunded, depending on if the order has been fully or partially refunded
On the Payment History section, a new row will be available showing the refund details (date, amount, etc) and by clicking on the View details button, more info is available
On the Notes section, the system will leave automatically a note, reporting who trigger the refund, its date, and the time of it.
How can I manually refund a customer?
In order to automatically refund a customer, please follow the below instructions:
Access to the specific payment provider dashboard (for example PayPal, Stripe, NMI, etc) that was used by the customer
To know which Payment Provider was used by the customer: a. Go to the CRM Order Page b. Scroll down to the Payment Details section c. From the Payment Details section, click on the View Details button, on the Payment History area d. The Transaction Details tab will pop and the first field, called Payment Processor, shows the payment provider (see the below example):
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Search for the order and trigger the refund, which will be generated back to the original payment method used by the customer
Login into CRM and go to the Order page
From the order page, scroll down to the
Payment History section
Go to the right side of the
Payment History section and click on the Refund button
This will open the refund tab (see the below example)
From which users need to:
Set The Refund Percentage or the Refund Amount (the same that has been refunded in the payment provider dashboard)
Set to ON the toggle “Is Manual Refund“
Set the Refund Reasons
and then click on the save button to flag that the order has been manually refunded, so other users can see that the order was refunded into the payment provider dashboard.
Once the refund is flagged as manually refunded, on the Order page the user can see:
The order status changed to Manually Refunded
On the Payment History section, a new row will be available showing the manual refund details (date, amount, etc) and by clicking on the View details button, more info is available
On the Notes section, the system will leave automatically a note, reporting who trigger the manual refund, its date, and time of it.