Issuing a Refund

It may be necessary at times to refund an unhappy customer's credit card for a purchase they have made online.

1. Find the invoice or license in the database. You can either search for the invoice, or search for the customer to find the invoice or license on the customer details page.
2. If the search was on the customer, find the license or invoice that is to be refunded from the customer details page and click to view the invoice/license.
3. If on the invoice details page, click the Actions button and choose Refund, or if on the license details page, click the Order button and choose Refund. On the invoice details page, you can also click the refund link on an individual license in the License Details section to only refund a single license.
4. This will open the refund page. A listing of all licenses on the invoice is displayed. If the page was reached from a license, the license clicked to reach the page will automatically be set with the entire quantity on the license to be set to returned status. If the page was reached from an invoice, all items will have their entire quantity set to returned status. Adjust the quantity and status drop downs as necessary. Note that you can also set the license status to FRAUD if necessary, or leave the status at OK.
5. For partial refunds, it is also possible to add a miscellaneous adjustment. If necessary, enter a miscellaneous adjustment in the text field.
6. If the order had shipping charges and they are to be refunded as well, check the "Refund this invoices shipping charges" checkbox.
7. If desired, a refund can be converted to store credit instead of crediting the customer's credit card. If desired, check the "Convert refund amount into store credit" checkbox to convert the refund to a store credit, and then enter the expiration date of the store credit.
8. If any mailings are defined with "Refund" in the name, they will show up in the "Send Mailing to Customer" drop down. If desired, select a mailing to send to the customer when the refund is processed.
9. Select a reason for the refund from the "Reason" drop down (note that this only applies if Return Reasons are configured). To configure return reasons, click the Manage Return Reasons link.
10. Add any additional information you would like to be stored with the refund invoice in the "Additional Information" field.
11. Master Users Only: If this is a fraudulent order and you wish to automatically tell the server to reject any future orders from this customer's credit card account or e-mail address, check the box "Block this user's credit card account and e-mail address." Note this setting affects only future orders. Any previously-processed or in-process orders are not affected.
12. Click Submit button. A verification screen will appear. Verify the information, and if everything is correct, click the "Submit" button.
13. All licenses whose status was changed will be marked with the new status, a new refund invoice will also be created showing the credit, and if an email was selected earlier, it will be sent to the customer. The credit should show up on the customer's credit card within 2 days.
14. If any payment plans are associated with any licenses being refunded, details on these will be listed on the confirmation page, with links to view/disable them.

Voiding an Order Before Settlement