Refunds and Exchanges in NetSuite Connector
NetSuite Connector can sync a refund from the storefront to NetSuite or from NetSuite to the storefront.
You can't sync refunds both ways for a single account under one connector. For example, if you have one Shopify account, you must choose which way you want to sync your refunds - either to NetSuite or from NetSuite, but you cannot sync both ways. If you have multiple Shopify accounts, you can choose the sync direction for each one. You can also set refunds to sync either way for different connectors. For example, to NetSuite for Shopify or from NetSuite for WooCommerce.
Consider the following:
-
If the storefront is a marketplace (like Amazon or eBay), it's best to process the refund in the marketplace and let NetSuite Connector sync it to NetSuite. That way, the customer can request the refund themselves on the marketplace site.
Note:For eBay, the buyer has to request the refund from their account before you issue it from your seller account. If you issue a refund without the buyer's request, it shows as an external transaction in the API and NetSuite Connector can't retrieve the refund.
-
If the storefront is a cart, such as Shopify or Magento, the best practice is to perform the refund in NetSuite and have NetSuite Connector sync the refund to the storefront. The reason for this is that if a customer wants a refund, they have to message the team that runs the site to request the refund directly.
-
NetSuite Connector automatically detects whether to sync a credit memo or a cash refund and syncs it to the right transaction in NetSuite. So, don't check these settings in the Refund Settings page:
-
When a Refund is detected in the Storefront, Only Sync a Cash Refund Against a Matching Record in NetSuite. Applies to All Channels/Accounts.
-
When a Refund is detected in the Storefront, Only Sync a Return Authorization Against a Matching Record in NetSuite. Applies to All Channels/Accounts.
-
-
If you see incorrect amounts in cash refunds, like wrong tax amounts, you'll need to enable order total validation on cash refunds. You can do this by going to Connector > Configuration > Setup in NetSuite and checking Enable Order Total Validation on Cash Refund.
If you want to set up refund sync, contact the NetSuite Connector Professional Services team.
Exchanges on Orders in NetSuite Connector
An exchange is essentially a return and a new sale of the returned item. NetSuite Connector supports both transaction types independently, same as NetSuite.
NetSuite Connector provides refund sync. If an exchange generates a refund and you're using refund sync, that refund will sync as expected. However, the return records don't sync.