PROCESSING A FULL REFUND
This article guides you in processing a full refund—i.e. the entire amount that was paid on the order will be refunded—of a purchase made on your store. If you need to process a Partial Refund—i.e. you will refund a subset of the items purchased, or you will refund partially to discount or adjust the amount that was paid for items—please follow the instructions in our article, Processing a Partial Refund.
IMPORTANT: This document has been updated in May 2023 to reflect our new Refund procedure in Shop Manager. If your store was created prior to 2023, you are familiar with processing refunds in your Store Back-End. Please use Shop Manager refunding as described in this document from now on.
1. Locate the Order
From your OneLogin dashboard, click the Shop Manager tile to launch Shop Manager. Click on Orders in the sidebar menu to see the orders.
You will see the orders listed. If you are looking for a specific order, you may Sort, Search and/or Filter the list to assist you in locating the order or orders you wish to refund.
Sort: Click on any column heading to sort the list by that column. Click the column heading a second time to reverse sort.
Search: In the Search box, enter an Order ID, First name, Last name, Email address, or Order Status, then select the appropriate field from the pulldown list. If the field you are searching is already displayed, then hit the Enter or Return key to process the Search. To clear a search, click the 'X' in the search box.
Filter: Click the “Filter by” button to filter the list by Order Date (enter a range), Name, Email, Order Status, and/or Customer Group. If your store is integrated with your Patient Management System (PMS), you will also see PMS-appropriate filters related to the Sync Status of the order.
These filters may be applied in combination. After selecting the filter(s) you desire, click the Apply Filters button at the bottom of the Filter By sidebar. You will see the active filters at the top of the Filter By sidebar, and in the main list you will see a number in a circle indicating the number of filter fields applied to the current view.
To remove the filters, click the Reset button at the bottom of the Filter By sidebar. You can also click the "x" next to the individual filters shown at the top of the Filter By sidebar.
Once you have located the order you wish to refund, click View More, which will expand the order details into a tabbed display.
2. Process the Refund
Click the Refund button from the lower left corner of the order information area. The Refund Details will open.
In the refund details screen:
- Review the Grand Total and make sure that it shows the amount that you are refunding. For processing a Full Refund, you should not need to edit the amounts; the Grand Total defaults to the total that was paid for this order.
- Enter an appropriate message to the customer in the Comments field, and check the box "Email Copy of Refund" in order to email a credit memo to the customer. To include your comments in the email, also check the box "Append Comments." If you do not Append Comments, the comments will be saved to the order record only and not included in the email to the customer.
- Click the Refund button
If there were reward points associated with the order, the points earned will be automatically taken away and the points spent will be automatically credited back to the account.
YOU ARE DONE PROCESSING A FULL REFUND AFTER YOU HAVE COMPLETED THESE STEPS.
