Processing a Refund Using the Refund Dashboard
To get to the Refund Dashboard, go to Orders > Refund Dashboard:
Search the order # you would like to refund, and select the record from the list. Once you're there, you will have several options for refunding an order.
At the top left under the customer details box, you can click "REFUND FULL ORDER" to automatically return all of the products ordered. This will not refund shipping or tax charges by default. Additionally, you could select your quantities manually and even set a Restocking Fee.
If you click "REFUND ALL" under the Payments Table, this will not, by default, refund shipping or tax charges. To enable that, click the checkbox above that says "Refund Shipping/Handling".
Under the payments table, decide if you would like to send a gift card instead of refunding the payment method(s). If the refund is done after a certain amount of hours, this will help you to avoid merchant processing fees as it will no longer be considered a void.
When you are ready to actually have the refund go through, click "Process Refund".
Example of message on a completed partial refund to a gift card:
Manually Processing a Refund
This should only be done when a customer was refunded via other means (such as a cash refund in person or directly through a payment gateway)
If you are unable to process the refund through the refund dashboard and refund the customer via other means (such as a cash refund in person or directly through a payment gateway), you can record the refund in coreFORCE by first opening the order in the Order Dashboard and scrolling down to the Payments section.
There is a button to add a payment or refund. Click it and add a NEGATIVE amount since it is a refund. This can be for the full amount of the order or whatever you are refunding. For instance, if you agreed to give the customer a $10.00 refund because they found the product cheaper somewhere else, you can record that.
Delete the order? Or don't delete the order?
Deleting an order is generally done for reporting purposes. Deleting the order will just hide things from reports. Generally, you want to delete an order if it is canceled and nothing sold.
- In the case of a partial refund but the customer still kept the product, you probably don't want to delete that.
- Partial refund because the customer returned the item but there was a restocking fee? Depends on your store policy.
- Refunded outside the system and marked with a negative payment in the Payments section of the order record? If it was a full refund for a return, delete the order.
If the entire order is refunded on the Refund Dashboard, coreFORCE will automatically delete the order.
Deleted orders can always be "undeleted". You simply need to unselect "Hide Deleted Orders" from the product filter options.
At the time of writing, the only unsupported merchant processor for the Refund Dashboard is Authorize.net.
Errors and Alternatives
If for whatever reason you are receiving an error when attempting to process a refund, please submit a ticket at help.coreware.com. If you are desperate to get a refund through and you are having trouble for any reason, you can always refund directly through your merchant gateway. Additionally, if you are utilizing coreCLEAR and coreSTORE, you can make a refund or a void directly through our integration there.
Although, it is always preferable to process the refund through coreFORCE for coreFORCE orders if possible.
For coreSTORE returns/refunds, you can follow the steps in this article: Creating Returns in coreSTORE
If you do not have access to the merchant gateway or the coreCLEAR module in coreSTORE, you may need to contact the owner, CFO, or upper level management of your business.
What's the best way to show that a refund was issued on a particular order?
If you open the order record on the orders dashboard, you will see a negative payment in the Payments section if the refund was processed through coreFORCE's Refund Dashboard.
If the refund was manually recorded after refunding in either the merchant gateway or another method, you will see a negative payment amount but the Account/Ref # value will be empty. If this value is empty, it is a clear indication that the refund either was not processed at all as it was manually entered or it was processed outside of coreFORCE.
If you suspect the refund was not processed at all and this box is empty, you will need to check the Merchant Gateway to verify (See Errors and Alternatives section).
If a customer ordered two line items and we're refunding for only one line item and shipping the other, what's the best way to handle that?
From the Refund Dashboard, simply choose the quantity for the line item being refunded. Process the refund in the Refund Dashboard