Refunds are a very important aspect of sales. If a customer is not satisfied by your product, (s)he has a right to ask for a refund. Therefore you need to know how to refund.
In order to create a refund, store administrator needs to use Credit Memos. It’s a way to give your customers their money back.
To create a refund, go to Sales -> Orders.
From this list select an Order that you want to refund. Note that only complete (invoiced) purchases can be refunded.
Press “View”. Then press “Credit Memo”.
Now scroll down to find “Refund Totals”.
Here you can see Refund Subtotal.
You can also Refund Shipping by entering the price of shipping.
If you want to give your customers more money back, you can enter a sum in Adjustment Refund.
If you want to give them less money (for example, if your product has been damaged on purpose), then in “Adjustment Fee” enter the sum that you want to hold back.
If you want to add a comment to a refund:
- enter the text in the field on the left
- select the “Append Comments” checkbox
If you want to email a copy of Credit Memo to your customer, select the corresponding checkbox.
Now you press “Refund Offline” and your refund is complete.
You can also Submit a comment and Notify your customer after the refund is complete.
If you want to make your comment visible on storefront, select the “Visible on Storefront” checkbox.
To see History of your refunds, go to Sales -> Credit Memos
Here you can view details of each refund and send emails to your customers and make your comment visible on Storefront.
Where can a customer check the refund details?
If you selected the “Email Copy to of Credit Memo”, then your customer will receive a message with Refund details.
To check if their order has been refunded, a customer enters their account, goes to “My orders” and checks the status. If an order has been refunded, its status would be “Closed”.
A customer needs to press “View” and here (s)he goes to Refunds to check their details.