Prerequisites
- Ensure that you have the Orders & Inventory Editor or Administrator privileges to fabric Orders. For more information, see the Role-Based Access Control section.
Procedure
- In the left menu, click Orders. The Orders tab is displayed on the Manage Orders page.
- To find the order, use the search or filter options on the Manage Orders page.
- In the orders table, click the Order Number. The order details are displayed on the Basic details tab.
- In the top-right of the page, click Return Order. The Return order page is displayed.
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In the Select SKUs to return section, click one of the following:
- To refund an entire order, select the Refund entire order checkbox. This automatically checks every item in the order and sets the maximum return quantity for each SKU.
- To refund specific items, click the checkbox next to the SKU you want to exchange and use the + or - buttons to set the quantity.
- Click Next.
- If multiple return reasons exist for each SKU, clear the Same reason code for all SKUs field.
- In the Action field, select Return and refund.
- In the Reason code field, select a reason code. You can add additional information for the exchange by selecting Add sub-reason code and by providing the information in the Sub-reason code field.
- Click Next.
- In the Refund section, enter the refund amount in the Refund $ field. The system automatically adjusts the order to include any previous discounts, adjustments, and taxes. More information on the refund can be reviewed in the Refund summary.
- In the Shipping refund field, enter a shipping refund amount. If the customer qualified for free shipping, this field is set to $0.
- In the Refund Fee field, enter a fee refund amount. If the customer did not pay any fees, this field is set to $0.
- Click Next. The Confirm section is displayed with an overview of the refund.
- Click Confirm.
Refund Summary
The Refund summary section displays a breakdown of the total amount being refunded. Selecting more than one item to refund updates the summary accordingly. The following table describes each field in the Refund summary section.| Field | Description |
|---|---|
| Subtotal refund | Displays the refund subtotal which excludes discounts, fees, adjustments, shipping, and taxes. This amount can be edited in the refund process. |
| Discounts refund | Displays the discount amount applied to the order. If discount codes were applied to a product, the system automatically adjusts the refund summary. |
| Fees refund | Displays the additional fees that were charged for an order such as an oversized item fee. This can be edited in the refund process. |
| Adjustment refund | Displays the adjustments applied to the order if applicable. |
| Shipping refund | Displays the shipping refund amount. This can be edited in the refund process. |
| Tax refund | Displays the tax refund amount. Tax refund amounts can’t be edited and are broken down into sub-taxes. For example, Canadian orders are broken down into two taxes, General Sales Tax (GST) and Provincial Sale Tax (PST). Use the More Details field to get a list of taxes. Taxes are calculated for individual products, so returns with multiple products display duplicate taxes representing each product. |
| Total refund | Displays the total refund amount. |
Adding Notes to an Order
The Add Notes option is located under the Return order label.- To add notes to an order, Click Add Notes. The Add notes window is displayed.
- Enter the note. Notes are limited to 110 characters.
- Click Save. You can edit the note by clicking Edit Notes. Repeat step 2 and 3 to complete the update.