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| Field Name | Description | |||||
|---|---|---|---|---|---|---|
| "Skip notification to customer of refund." | Select this checkbox if you do not want UltraCart to send the customer a refund email notification. | |||||
| "This refund was processed externally. Record as a manual refund." | Select this checkbox if you have performed the refund outside of Ultracart and only need to update the order to reflect the externally processed refund.
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FAQ
Question:
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I am having an issue calculating the proper refund amount when issuing refunds for orders that contained a discount and need to account for restocking fee. How can I better figure out the right amount to enter into the item cost?
Answer: "It is a relatively difficult equation, due to the inclusion of a discount against the item. The best method would be to use a spreadsheet to perform the equation.
For example, if you have a $6.57 restocking fee that needs to be applied when performing the refund, in the following example scenario :
| Line Item | Amount Entered | Explanation |
|---|---|---|
| Restocking Fee | 6.57 | Populate with restocking fee amount |
| Item Cost | 149.97 | Populate with item unit cost |
| Subtotal Before Discount | 149.97 | Populate with subtotal before discount |
| Discount Amount | 29.99 | Populate with Subtotal Discount Amount |
| Gross Item Refund Unit Cost | 141.76 | This is the value you'll enter into the item unit cost field in the refund editor |
"
Question: How did the refund process for the order without the full CC details being on file?
"I recently processed a refund (the processor in this case was PayPal) for an order that was more than 60 days old and was not associated with an auto order, so the CC had already been purged down to the last 4 digits.
Answer: "We will truncate the card information after 60 days, but that does not necessarily mean that the transaction can not be refunded. That is dependent upon the financial institution's policy. PayPal may have a longer refund window for a transaction than a traditional merchant account."
Question: I processed a refund at my payment gateway. Now how do update the UltraCart order to reflect the refund?
Answer: (this applies to all refund options)
You will find a check box field in the options section of the refund editor. It's located approximately halfway down the page and just below the "Merchant Comments" field with the label; "This refund was processed externally. Record as a manual refund."
Select that check box then submit the refund. Your order invoice will now reflect that the refund was processed externally. To check your work, view the transaction history for the order and you'll see a new transaction specifying new transaction specifying the Manual Refund.
Question: We recently changed credit card processing gateways and now when I try to perform a refund the transaction fails, why?
Answer: Only the gateway that the processed the original authorization will accept and process a subsequent refund. You will either have to process the refund through the original gateway or cut a check for the refund amount and mail it to the customer. You may be able to configure the old gateway in the rotating gateways as a backup gateway and then process the refund from UltraCart. If this scenario you will need to configure the new gateway with 100% of the traffic in the rotating gateways configuration so that all new orders are processed through the new gateway.
Question: I processed a refund for one or more items in an order, and I see the refunded items are still listed in the order, how can I remove them items so that they do not get processed for shipment?
Answer: When you process the partial refund for the item(s) in the order, the quantity of the refunded item(s) are adjusted to zero, which effectively removes the refunded items from the fulfillment process. The items remain in the order record after the refund for 'audit trail' purposes, and cannot be removed entirely from the order record. If you edit the items in the order record, the refunded items will not display the "Remove item" and "remove Item and Continue Editing" buttons, for this reason:
Example view in the Item Editor of how refunded items will appear versus non refunded items
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