When you issue a refund to a customer, you can credit the credit card used to pay for the order, give a store credit to the customer, or do both. The refund can include the item costs, shipping charges, and taxes associated with the order. Note that Commerce Service Center limits the maximum refund amount that can be credited to the customer’s credit card to the amount that was originally charged to the card.
You can issue a refund for items only if all shipping group items have been marked as fulfilled. For example, if there is one item in a shipping group of ten items that has not yet been marked fulfilled, a refund cannot be performed against any of the nine fulfilled items. (See Shipping Group Statuses for a list of the shipping group statuses used by Commerce Service Center.)
To issue a refund:
Display the order.
Select Process Returns and Exchanges.
The system displays the Create Exchanges and Returns page, which lists by shipping group all of the items the customer can return for a refund.
Locate the item that the customer wants to return.
In the corresponding Quantity to Return text box, type the quantity of the item the customer is returning.
From the Reason for Returning Item drop-down list, select the reason the customer is returning the item. Click Return Only to make changes.
Note: In some situations, the customer may not need or be able to return the item for which a refund is requested. For example, the customer may have ordered a plant that arrived damaged.
Enter the refund amounts, if necessary. This includes, if applicable, the cost of shipping, taxes or other fees, such as a return fee.
Note: Refund amounts cannot be debits, they must be credits. If a refund debit is issued, an error message will occur.
Click Update Amounts.
The system displays the return items and their associated costs.
Indicate the type of Refund Type by applying the total refund or portion of the refund in either the store credit or a credit card field.
To split the refund between Refund Types (for example, store credit and credit card refund) use the Apply Remainder icon.
For example, to split a $300.00 refund between a store credit and a credit card refund, enter $100.00 in the Store Credit refund field, and click Split Remainder next to the Credit Card refund field. The remainder of the refund, $200.00, will be put into the Credit Card refund field. Click Next.
Verify the return and refund information on the screen. Click the Edit icon to make changes.
Optionally, add any notes to the refund.
Click Submit Return to initiate the return.
A return order confirmation number appears. The system can send this number in an e-mail to the customer if you provide an e-mail address and click Send.
Returns with Manual Adjustments
If you are working on a return that contains an item that had a manual adjustment, you must adjust the cost of the return item to reflect the cost adjustment. However, you cannot make a new manual adjustment to a return order.
Returns with In-Store Pickup
When a customer wants to return part of an order that contained an item that they picked up in a local store, you will only be able to issue a store credit as a refund.
