If an order is in Posted or Shipped status, the Refund button will be available on the Order Details screen. To refund an order, click the Refund button. You will be taken to the Refund Order screen.

You will be taken to the Refund Order screen.

You have the option to fully, partially, or manually refund the order.

• A Full Refund will refund the entire amount paid on an order.

• A Partial Refund will refund the purchase price for selected items on an order.

• A Manual Refund allows you to select items to be refunded as Partial Refund does, but it also allows you to enter the dollar amount to refund. You can use this feature to refund shipping and handling charges, price match an item, or give a refund for less than the full purchase of an item.

Select the desired Refund Type.

• If your merchant account is integrated to support online refunds, the CC – Onlinerefund type will be enabled. Selecting “CC – Online” will automatically credit the credit card used for this order.

 

• Selecting CC-Offline or Check-Offlinewill create a refund payment on the order, but it will not process the refund through the merchant account. This will need to be done manually by the corporate office.

 

• If your system supports credit balances, the Credit Balancerefund type will be enabled. Selecting “Credit Balance” will add the refund amount to the order owner’s credit balance.

 

• If this is a distributor order, the Distributor Adjustmentrefund type will be enabled. Selecting “Distributor Adjustment” will add the refund amount as an adjustment to the distributor’s next commission check.

Select a Refund Reason.

Enter the Refund Date.

Enter an appropriate Invoice Note if you wish.

Check the Change Order Status to Refunded checkbox if you would like to place the order in refunded status. Orders in refunded status are no longer editable and are not processed by the compensation plan. This is recommended only for full refunds.

Check the Create Discount option to balance the order so that it does not appear that the customer owes a balance for the refunded item(s). This is recommended for all refunds.

Check the Commission Clawback checkbox to pull back commissions paid on a fully refunded order according to your specifications document for this feature.

NOTE: Commission Clawback is a custom option. Please contact your Account Manger if you do not have this feature and would like to learn more.

Click the Refund button to process the refund.