If you have a customer who has made an error in their order, you may need to refund that customer for the payment. For orders processed through Stripe, the transaction will have already been processed and the customer payment information is available in your Fotomerchant account under Orders, ready to refund in part or full.
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Note: Refunding does not automatically include canceling or part-canceling the order or vice versa. Follow the link to see how to cancel an order. For partial order canceling, you will need to request assistance from your support team to modify order details. |
For non-Stripe payments, you will need to cancel the order in FM, then contact your payment provider to process the refund.
If the payment was made via Stripe, follow these steps:
- Inside of your Commerce account, click Clients & Sessions from the menu panel and select Sessions from the drop-down menu.
- Open the session which contains the order needing to be refunded.
- Once you have located the correct session, click the Orders tab and find the order.
Alternatively, you can press Shift twice on your keyboard to access the Search function from anywhere in Commerce. Enter the Order Reference No. or the Subject's Name into the search box and click Search.
A drop down will appear with the search results. Click on the correct order referenced number and this will take you directly to the order details page. Skip to Step 4.
- Click on the Order Reference to open the order.
- This will open up the order details page.
- Once inside the order, click on the Financial Breakdown tab.
- To perform a full a partial refund, enter the amount to be refunded into the space provided then click Refund.
- To issue a full refund, simply click on the Refund button.
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Note: If you change the connected Stripe account at any time, all prior orders will no longer be eligible for refunds from within the Commerce platform. |