Issuing a Credit on an Order

1. PREPARE THE ORDER AND CREATE THE REFUND/CREDIT INVOICE

(IMPORTANT: during this process, any existing discounts will disappear, so the pricing will be incorrect. Make a note of the discounted prices)
 

Check the 'Override Product Pricing' checkbox at bottom of the screen.
Click 'Save order'.
 

If the order had discounts: Manually set the product price(s) to the original discounted price(s).
Click 'Save order'.

From the 'Add Line Item' dropdown, select, 'Add a Refund to a Line Item' from the 'Line Item Dropdown' and select the product from the dropdown that appears.
Click 'Refund line item'.
 

The system will default to a full discount for the line item. Set the 'Refund Line Item' price to the desired amount to be refunded (a negative number).
Click 'Save order'.

Click `Refund` button in the invoice row in the 'Order Activity' section.
Select the refund line item from the dropdown and click 'Create refund'. This will create the credit invoice.

2. ISSUING THE REFUND TO THE CUSTOMER
Go to Payment tab, If the refund is cash or check click 'Reverse' from the options on the right. If you want to refund a card, click 'Credit'. Enter the amount to be refunded (i.e. 10) in the 'Amount' field. The amount should be positive. Then select the Refund invoice from the 'Refund' dropdown and click 'Credit'.

Go back to the 'Edit' tab and click 'Save' to complete the process.

If the credit was issued and paid correctly, the final balance should be zero.

Note: in the instance of refunding a subscription, you must manually remove the associated subscription from the account.

IMPORTANT:  You must go into Tradegecko: delete the payment, delete the invoice, edit the order to reflect the credit. (example, entry fee refund, put entry fee at zero.)  Put a detailed explanation in the notes field.  Still in tradegecko, invoice order (make sure the invoice date matches the invoice date in drupal), pay order.  Debbie can walk you through this, if needed.

Correcting orders that have been overcharged from a discount code.

This appears to work on batch and not batched orders. If they are batched, we need to let Brooke know to make sure to adjust the order in MIP.

1.    Open the order in Drupal – At the bottom of the order below the notes to the left there is a discount tap click on it and delete any codes out.
2.    Scroll to the bottom of the order and unlock the order, check override pricing, and save the order.
3.    This should put the item to the normal sale price (for example SAF 35 and error was discount of SAF at 25) So the invoice should go back to 35.
4.    Add a line item > select Refund on a line item> select the product that was overcharged.
5.    In the price of the refunded line item, it automatically puts in a full refund (negative amount) change that to the difference (in this example its -10)
6.    Scroll to the bottom and lock and save the order.
7.    Now in the order activity tab click on refund select the refund item from the dropdown and click create refund.
8.    Save the order.
9.    In the order activity section at the bottom of the page click refund next to the invoice and select the line item to refund.
10.    Go to the payments tab in the top right (if it was paid by card) click credit  change the amount to the amount needed refunded (this example is 10) It should be a positive number. Select the refund item and click credit.
a.    If the order is less than 24 hours the credit will not process. You will have to leave out of the batch (if doing a batch that day and credit the card the next business day) IF possible, try not to batch the order until the refund has been processed to the card.
11.    Once the credit has been done on the payment screen go back to edit and, in the order, activity click on reattach the refund payment.
12.    The order activity should have an order balance at $0. The payment screen should also show a $0 balance.
13.    Add a user note of why the refund occurred and save the order.