It can always happen that your customers change their minds and cancel an order that is already paid. Others might have received items they have already paid for but would like to return them. In both cases, the respective amount needs to be refunded.
To sum it up, a refund is always required after you have processed the return or the cancelation of at least one item of an order that was already paid.
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How to manage refunds for manual payment methods
If the order was paid with a manual payment method, you will need to refund the money manually. The following steps are required to manage the refund in your cockpit:
- In the sidebar of your cockpit, select Orders.
- On the Order overview, all orders that have pending refunds are marked with refund pending in the Payment status column. Select the order number of the order for which you would like to manage the refund.
- On the Order details card, you can now double check the amount you need to refund:
Note
The shipping costs are only included in the amount to be refunded if you've selected the checkbox Refund shipping costs during the return process or if all items of an order were canceled.
If only certain items of an order were canceled or if you did not select the checkbox, the shipping costs are not included. If the customer redeemed a coupon code when placing the order, the amount to be refunded equals the amount the customer actually paid for the respective items (including the discount). In case of absolute discounts (e.g. 10 Euro for the whole order), the discount is equally divided across all items that are included in the order. - Manually refund the money to your customer.
- Select Mark as refunded on the Order details card.
- After selecting Mark as refunded, you have the possibility to enter a comment.
This comment will be displayed in the order timeline and is only visible to you and not to your customer. - Select Mark as refunded.
Once you've marked a payment as refunded, the Mark as refunded button disappears and the amount is displayed as refunded:
How to manage refunds for online payment methods
If the order was paid with an online payment method, a refund is automatically triggered after you have processed the return or the cancelation of at least one item of an order that was already paid. The refunded amount depends on the following aspects:
- The shipping costs are only refunded if you've selected the checkbox Refund shipping costs during the return process or if all items of an order were canceled. If only certain items of an order were canceled or if you did not select the checkbox, the shipping costs will not be refunded.
- If the customer redeemed a coupon code when placing the order, the amount to be refunded equals the amount the customer actually paid for the respective items (including the discount). In case of absolute discounts (e.g. 10 Euro for the whole order), the discount is equally divided across all items that are included in the order.
Besides these aspects, you should have the following in mind when handling refunds for orders with online payment methods:
- The amount will automatically be refunded to the payment method used to pay the order. If a customer no longer has access to that payment method, they need to contact their payment provider and claim the money after the refund has been processed.
- The required time to credit the refund back to your customers may vary and depends on the payment method. Please contact your payment provider or consult their contract terms for more information.
- It depends on your payment provider if credit card transaction fees are returned to you when you issue a refund and if transaction costs arise for the refund. Please contact your payment provider or consult their contract terms for more information.
If you are unsure whether or not the refund was properly triggered or if any errors occurred during the refund process, you can always check back on the order timeline. It includes all entries related to the refund process. Furthermore, the Order details card will state that the amount was properly refunded as soon as the refund process has been finished successfully: