Table of Contents
Overview
When a customer needs to cancel their order or get a refund, you can void and refund their order (including full and partial refunds) by following a few simple steps. Note: Depending on your payment gateway, the process may vary.
Issuing a Refund
To issue a refund through AmeriCommerce, first open the order by going to your Dashboard, then Orders → Orders.
Next, select the order that you want to refund and click edit (represented by the pencil icon under the "Actions" column). You can find specific orders via the search bar at the top of the page.
Once inside the order edit screen, scroll down until you see the Payments section and click on “Refund” at the top right of the section.
This will open an overlay with options for issuing refunds, including the amount, reason, and type of refund. You can select Full Order Refund to refund the entire order. This will select all items and populate the full amount for shipping, tax, etc.
You can select individual items to be refunded, or set specific refund amounts for shipping, handling, tax, and other fees.
Refunds can be sent to the original payment method or processed as a gift certificate via “Refund Type.” When using the Gift Certificate option, you can choose to add the amount to an existing gift certificate or to create a new one.
You can also select an Order Status to update to when the refund is processed.
When you’re finished, click the “Refund” button in the top right, and the refund will process.
Once a gift certificate is created, it will temporarily appear at the top of the order editor, and will be permanently visible in the “Payments” section.
Partial Refunds
Issuing a partial refund is essentially the same process. As with a regular refund, you begin by selecting the order, opening the Edit Order screen, scrolling down until you see the Payments section, and hitting the “Refund” button.
From there, you manually enter what fees are refunded under the “Refund Summary” section, or enter a specific value under “Refund Amount.” Then select the refund type and click the "Refund" button in the top right.
Create or Edit Refund Reasons
When a customer requests a refund, you can note the reason why under “Refund Reasons.” These can be added, removed, or edited to match your business.
To add or remove Refund Reasons for your store, go to Settings → Orders → Refund Reasons.