Understanding refund and cancellation types

Understanding refund and cancellation types

This article explains the various refund and cancellation options available, as well as when to use each one.

Refund types explained

Refund types allow you to control how items are handled and whether money is returned to the customer. Each option affects both the item status and the payment differently.

1. Refund online
When should I use this?
Use this option when the customer should receive their money back to the same payment method they originally used.
  1. The selected items are refunded in the system
  2. The system attempts to return the money to the customer’s original payment method

2. Refund to balance
When should I use this?
Use this option when the customer is happy to keep the refund as credit for future purchases.
  1. The selected items are refunded in the system
  2. The money is returned to the customer’s account balance
  3. The balance can be used for future purchases
Alert
Please contact Support should you want this feature enabled in your account 

3. Refund offline
When should I use this?
Use this option when the refund has already been processed outside of the system.
  1. The selected items are refunded in the system
  2. No money is returned through the platform
  3. Suitable for refunds made via cash, bank transfer, or another external method
4. Cancel items
When should I use this?
Use this option when items need to be cancelled and no refund is due.
  1. The selected items are marked as cancelled
  2. No money is returned to the customer
  3. Cancellations simply close the items and do not include any financial reimbursement.

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