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Customer Refunds – Admin Panel Guide

This document explains how to use the Customer Refund module in the Admin Panel under Manage Orders.

It covers:

  • Order Refund
  • Charge Refund
  • Refund History
  • System Rules & Notifications
  1. Log in to the Admin Panel
  2. Navigate to Manage Orders
  3. Click Customer Refund

You will see three available options:

  • Order Refund
  • Charge Refund
  • Refund History

1. Order Refund

screenshot

The Order Refund option allows administrators to search for an existing order, review its details, and process a refund.

1.1 Search for an Order

You may search using any of the following:

  • Order Number
  • Order ID
  • Customer Name
  • Email Address
  • Phone Number

After locating the order, open it to review full details before proceeding.

1.2 View Order Details

The order details page displays:

  • Order summary
  • Purchased items
  • Shipping charges
  • Taxes
  • Payment method(s)
  • Total amount charged

Always verify order accuracy before initiating a refund.

1.3 Refund Types

Select the appropriate refund type:

1.3.1 Total Order

Refunds the entire order including: - All items - Shipping charges - Taxes

1.3.2 Order Items

Refund only selected item(s) from the order.

1.3.3 Partial Order

Refund a custom amount entered manually.

1.4 Select Affected Payment System

This determines how internal financial allocations are adjusted.

Available options:

Option Description
None No vendor/store/tax adjustment
All (Vendor, Store, Tax) Adjust all components proportionally
Vendor Recover cost of goods and shipping
Store Recover store profit
Tax Adjust tax amount (appears as negative entry)

Note: Not all refunds require internal cost recovery.

1.5 Refund Payment Methods

Refund method must follow the original payment rules.

Credit Card

  • Refund is issued back to the original credit card.
  • Refund amount cannot exceed the originally charged amount.

Gift Card

  • Requires a valid gift card number.
  • If the original payment was made by gift card, refund cannot be issued to a credit card.

Promotional Code

  • A promotional code must be created before issuing this refund type.
  • The code is provided to the customer for future use.

Multiple payment types may exist on a single order. Refund allocations must respect original payment distribution.

1.6 Submit Refund

After selecting refund type and payment method:

  1. Click Submit or Process Refund
  2. System confirms submission
  3. Customer receives automated email notification

Refunds are processed in batches and are not immediate.

2. Charge Refund

The Charge Refund section is used to review and approve refund charges prior to processing. screenshot

This screen displays the following fields:

Field Description
Order Number Customer order reference
Order ID Internal system identifier
Customer Name Name of the customer
Email Customer email address
Order Total Total amount of the order
Charged Amount Amount charged to the customer

2.1 Approving a Charge Refund

To approve:

  1. Locate the order in the list.
  2. Verify:
    • Charged amount
    • Order total
    • Customer information
  3. Click Approve

Once approved: - The refund proceeds to processing. - Status updates accordingly.

This section acts as a validation checkpoint before financial execution.

3. Refund History

The Refund History section provides a record of all processed refunds.

screenshot Displayed fields:

Field Description
Order Number Associated order reference
Refund Type Total, Item, or Partial
Refund Amount Amount refunded
Status Current refund status

3.1 Refund Status Types

Refund Processed

Refund was successfully completed.

Failed to Refund Credit Card Amount

Refund attempt failed during payment processing.

Possible reasons: - Expired card - Bank rejection - Payment gateway failure - Technical processing error

Failed refunds should be reviewed and retried if necessary.

4. System Behavior

  • Customers receive automated email notifications after refund submission.
  • Refunds are processed in scheduled batches.
  • Refunds are not processed in real time.
  • Failed refunds must be manually reviewed.

5. Summary

Section Purpose
Order Refund Search, review, and process refunds
Charge Refund Approve or validate refund charges
Refund History Monitor refund outcomes and statuses

Document Control

Module: Customer Refund
Location: Admin Panel → Manage Orders → Customer Refund