https://sierramadreresearch.zendesk.com/hc/en-us/articles/4404994713101-Refund-an-Entire-Order

https://sierramadreresearch.zendesk.com/hc/en-us/articles/4404994713101-Refund-an-Entire-Order

ANY refund request should be forwarded to the manager first before anything can be processed. The manager will check if all means of saving the sale have been exhausted and if the refund is the only way to keep the customer happy.

Once approved, please follow the steps below:

  1. Go to the original order page.
  2. Click Refund.
  3. Enter the quantity of the items in the order that will be refunded.
  4. The Total Refund amount, not the Total available to refund amount, is updated, minus any shipping charges. You can manually edit the refund total if, for example, you want to charge your customer a restocking fee. You can also add a refund for any shipping charges.
  5. Optional: Enter the shipping amount that you want to refund into the Shipping field.
  6. Uncheck Restock items. 
  7. ALWAYS enter a reason for the Refund.
  8. If you don't want to send an email to your customer when you issue the Refund, then uncheck Send a notification to the customer. This option is checked by default.
  9. Click Refund to refund the customer's order.
  10. Do a screenshot of the successful transaction and send it to the customer and submit the ticket as SOLVED.
  11. Log the refund in the Daily Refunds tab. No exceptions.

NOTE: If the refund amount is more than $300 then only the manager can process it.