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The key difference between the two "complete refund" buttons is how the order will end up being treated in your period sales report. Orders that are rejected, while remaining in the order list, are not included in the sales reporting. So, if the customer contacts you immediately after the placement of the order (before its packaged and shipped) you can use the complete refund (then reject) button to effectively void the sale.
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Rejected orders are kept in the order database for 1 year. This rule is regardless of the order retention rules. If you wish to keep a record of those orders longer you could either not reject the orders or you could perform an order export to archive those orders offline. |
If, on the other hand, you have a scenario where the refund occurs at a later point in the order fulfillment, you may want to use the Complete Refund (or partial refund) option, so that the initial order appears in the period sales report along with the corresponding refund.
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