This tutorial will familiarize you with generating a refund for a shipped order.
What you will learn
- How to promote an order to the "Completed" status (via the Shipping/Receiving activity)
- How to generate a refund for an order.
Background
As a Customer Service Representative (CSR) one of your regular tasks is to issue refunds or partial refunds for shipped items that have been returned to your company. The work flow followed for processing refunds differ from one organization to the next. In some organizations a refund cannot be issued until the returned items have actually been received by the shipping department, whereas other organizations allow a CSR to issue the refunds directly. This tutorial will show you the latter work flow for a refund.
As you would expect, in Elastic Path Commerce 6.1 a payment must be captured before a refund can be issued for an order. Payments are only captured when the shipment information is entered in the system. To accommodate this process for this tutorial you must first create a customer order, then promote it to a "Complete" status using the Shipping/Receiving activity. Once that is done you will be able to issue a refund against the order.
In this tutorial we'll issue a partial refund for a customer. You might do this for example, when a customer has received a damaged item, and you wish to refund them the cost of the item without requiring them to return the damaged item.
 | NOTE Refunds requiring that goods are returned before the refund can be issued, are processed automatically when the the returned items are entered into inventory. That process relies on a RMA (return merchandise authorization) that is issued by the CSR when the customer requests the return. See the Processing Returned Merchandise tutorial to learn how to perform that task. |
Prerequisites
Elastic Path Commerce 6.1 trial installation
Approximate time to complete
20 minutes