Refunding eCommerce Orders

If an order placed through the eCommerce website has been completed, it can be refunded in the Transactions screen in the PAYD Administration. You can do a partial refund for a particular item on the order, or refund the overall order as needed. Follow the steps below to process a refund on an eCommerce order.

To partially refund an order:

1. On the PAYD Administration main screen, click Transactions.

2. In the Transactions screen, search for the order.

3. Once the order is located, click the Order ID.
   The Transactions screen opens to the Overview tab.
   

4. Click the Return button at the top of the screen.
   A Product To Return popup appears, containing all of the items on the order.

5. Click inside the Qty to Return field and enter the quantity of items being returned.
   

6. Click the Next button in the bottom right corner of the popup.

7. In the Product To Return popup, you can choose whether or not to return any applicable shipping and handling fees:

1. • To return the shipping and/or handling fees, place checkmarks in their respective checkboxes.
     OR

   • To keep the shipping and/or handling fees you already charged, leave the boxes unchecked.
     

8. Click the Save button in the bottom right corner of the Product To Return popup.
   A Return popup appears, showing the item(s) returned, subtotal, returned shipping and/or handling fees if selected in step 7 and the total amount returned.
   

9. If applicable, enter any notes about the return into the Notes field.

10. Choose your output method:

1. • To print a copy of the return, click the Print button. An invoice will be printed from your designated report printer. Save this invoice for your records.

   • To email a copy of the return, click the Email button. Do one of the following at the email popup.

   • • To preview (and potentially edit) the email before it is sent to the customer, click the Preview button. See Generating Emails from eCommerce Orders for more information.

     • To send the email to the customer without previewing, click the Send button.

     • To cancel the email, click the Cancel button.

11. When finished, click the Save button in the bottom right corner of the Return popup.

12. Click the Close button in the bottom of the Return popup.
    The Transactions screen appears.

13. Click on the Transactions tab icon () and verify that the return appears in the list.
    NOTE: The return will be the latest entry at the bottom, labelled Refund.  

To return the order in full:

1. On the PAYD Administration main screen, click Transactions.

2. In the Transactions screen, search for the order.

3. Once the order is located, click the Order ID.
   The Transactions screen opens to the Overview tab.
   

4. Click the Return button on the bottom of the screen.
   A Product To Return popup appears, containing all of the items on the order.
   

5. Click inside the Qty to Return field and enter the quantity of items being returned. This quantity should match the value in the Ordered Qty column.

6. Repeat step 5 for every other item on the order.

7. Click the Next button in the bottom right corner of the popup.

8. In the Product To Return popup, place checkmarks in the shipping and/or handling fee checkboxes.
   

9. Click the Save button in the bottom right corner of the Product To Return popup.
   A Return popup appears, showing the item(s) returned, subtotal, returned shipping and/or handling fees selected in step 8 and the total amount returned.

10. If applicable, enter any notes about the return into the Notes field.

11. Choose your output method:

1. • To print a copy of the return, click the Print button. An invoice will be printed from your designated report printer. Save this invoice for your records.

   • To email a copy of the return, click the Email button. Do one of the following at the email popup.

   • • To preview (and potentially edit) the email before it is sent to the customer, click the Preview button. See Generating Emails from eCommerce Orders for more information.

     • To send the email to the customer without previewing, click the Send button.

     • To cancel the email, click the Cancel button.

12. When finished, click the Save button in the bottom right corner of the Return popup.

13. Click the Close button in the bottom of the Return popup.
    The Transactions screen appears.

14. Click on the Transactions tab icon () and verify that the return appears in the list.
    NOTE: The return will be the latest entry at the bottom, labelled Refund.  

Related Topics

eCommerce Order Management

Modifying eCommerce Orders

Completing eCommerce Orders

Cancelling eCommerce Orders