How to process refund at the back end
This is sensitive part of the task. This instruction will help you on how you process a refund at the back end; make sure you need to double check the order, customer details, amount, item and quantity and the payment methods.
Steps for refund:
1. Go to your backend https://admin.crazysales.com.au, click customer and orders.
(picture)
2. Check the button order ID and put the order no. (0000) to the bar and click “search now”
(picture)
3. Then, you will see the order, click the link order number
(picture)
4. Once you click the order, it will show up the order details of the customer you can see the “Add refund request” button and then click.
(picture)
5. You can see the form “Refund log” click the “button “ to enable, fill up “refund Qty” “refund Amount” “Reason” if (faulty, damage, missing parts etc.,) in the “Remarks” (You can provide the ticket reference or other reason or compensation).
(picture)
Please check the quantity and the amount to be refunded
(picture)
6. Then (select an account) for refund, if it is Paypal, Credit Card, Bank etc., you can see it on the “Billing Info “For quick information accounting person assign to this payments for PayPal (Eva Jiang) Bank (Annie Xu) Credit Cards( David Han).
(picture)
7. Then, double check the customer account you can see that below to the transaction account copy “customer email” and put into the “Account bar” and then click the “Submit this Refund Request”
(picture)
8. Once you done submit refund request, you will see the refund history means that you already process the refund, and you can see also refund case below.
(picture)
9. After processing the transaction, inform customer that processed refund has been made. Reply, your “ticket id”(exam. EOT-163-25979) please, see details below:
(picture)
For processing a refund for PayPal and Credit Card it would take 1-2 working days and for the Bpay will take 2-3 working days.
Same process how to refund for out of stock, extra payment double payment transaction. However, for the double payment transaction you can contact first the accounting assigned to this payment for double checking.
There are some cases, that the refund will not go through once the customer had open a dispute case please do not worry our accounting team will message you to inform that you need to contact customer to close the dispute so that they can process the refund as soon as possible once customer close the case refund will automatically process.
10. For refund directly via eBay you can proceed this instruction by clicking this link
Editors: Jennifer Apaitan
