Creating manual refunds
Introduction
When an order is returned, the order information will be updated in the ERP. This automatically triggers an update in ORP, and the order will be updated in the OMS. However, the OMS also offers the possibility to create manual refunds. This page will show you how to create a manual refund and how to perform a payout.
How to create a manual refund
On the All orders overview page, click on an order Number ID to go to the order detail page. Here navigate to the “Order lines” section.
On the top right side of the Order lines section, you will find a ‘Refund items' button. Start creating the refund by clicking the button (see image 1). To see and/or refund the Refund shipping costs, click on the button ‘Refund shipping costs’ next to the Refund items button.
Next, a new menu appears in which you will be able to select the number of items and the type of refund to create. Select the quantity and the type of refund and click on the ‘Submit refund’ button.
Upon creating the refund, the order status will be changed into ‘mixed’. You will be able to see this as a label at the top of the order detail page on the right side of the order number ID. (see image 2)
When opening the notes section, you will notice a new note has been added, stating that a manual refund has been created by ‘x user’ (see image 2).
After you have created a manual refund, on the Order lines section you will find a pop up appear with the text ‘Expand refund history’. On the left of this pop up you will find the product name and the SKU number. The pop up contains more information about the refund, by clicking on it you will expand the section (see image 3). This following information about the refund will be shown; The quantity, what type of refund it is, the reason, status and the description.
To find and edit the refund navigate to the ‘Payment transactions tab’ on the ‘Ancillaries’ section of the order detailed overview page. (see image 4)
Click on the edit button to manually change the refund. Image 4 depicts two steps:
Change the amount manually by typing a different number
Add a note, for example change amount from EUR x to EUR x by username.
When everything is added, click update. A new note has been added to the notes section, as well as an update showing the manual amount modification (see image 5).
How to create a RMA
On the All orders overview page, navigate to the section Order lines and click on the button called ‘RMA’ on the right top side of the section (see image 7).
Here you can select the return quantity and the reasoning. Simply click on the dropdown menu and select your desired choice. When completed, click on create RMA and as shown above on the refund instructions you can find the RMA details at the 'Ancillaries' section as well (see image8).
How to create a discount
On the All orders overview page, navigate to the section Order lines and click on the button called ‘Discount’ on the right top side of the section (see image 9).
Here you can select the description and type in the discount amount. Simply click on the dropdown menu and select your description and fill in the amount in the discount box field.
When completed, click on Create Discount and as shown above on the refund instructions you can find the Discount notification under the tab notes at the 'Ancillaries' section stating that the discount has been added (see image 10).
How to payout a refund
After you have created a refund for an order, navigate to the ‘Manage Refunds’ section in ORP. You will see that the refund you have just created appears in the refund waiting room on top of the list.
Learn more about how to payout your refund in the next chapter of the Refunds https://wolfpack-dcs.atlassian.net/wiki/spaces/EH/pages/1982300262
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