Re: Offering my customers a post sale refund.

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Offering my customers a post sale refund.

KieranC
Excursionist
17 0 8

Hi there,

I have a customer who has placed an order but unfortunately one of his products isn't in stock.

I have offered him a 10% refund on his purchase to apologise for the inconvenience. 

How would I go about doing this without having to cancel / remove any part of his order?

Thanks in advance 🙂 

 

Accepted Solution (1)

Blair
Shopify Staff
2057 269 242

This is an accepted solution.

Hey @KieranC,

 

Thank you for reaching out to the Community! To process refunds on out of stock orders, you can check out this Refunding An Order documentation for those steps. It outlines how both a full and partial refund can be completed by:

 

  • Heading into the Orders section from the Shopify Admin. 
  • Click the order that you want to refund.

  • In the Order Details section, click Refund.

  • Enter the quantity of the products that you want to refund. Any products with a quantity set to 0 won't be refunded. The Refund amount (not the Total available to refund amount) is updated, minus any shipping charges. You can manually edit this amount (for example, to charge your customer a restocking fee). You can also add a refund for any shipping charges.

  • Optional: Enter the shipping amount that you want to refund into the Shipping field.

  • If you've shipped the items but your customer hasn't returned them yet, then uncheck Restock items. This checkbox is visible only if you're tracking inventory for the items included in the order.

  • Optional: Enter a reason for the refund.

  • Click Refund to issue a refund for the items that you've chosen.

 

This will provide you the ability to refund only a portion of the order (i.e 10%) as opposed to the total refund amount that's available. It's important to note that the refund amount cannot be more than the price of the product itself (i.e providing a $10 refund on a product that's $5).  

 

If however, you do not want to remove the out of stock item from the order you can look to providing this customer with a gift card. This will allow you to provide a credit of 10% for future use on the shop. For further insight on how to issue a gift card, you can check out our Gift Card document for those details.

 

Please let me know if you have any other questions!

Blair | Shopify 
 - Was my reply helpful? Click Like to let me know! 
 - Was your question answered? Mark it as an Accepted Solution
 - To learn more visit the Shopify Help Center or the Shopify Blog

View solution in original post

Reply 1 (1)

Blair
Shopify Staff
2057 269 242

This is an accepted solution.

Hey @KieranC,

 

Thank you for reaching out to the Community! To process refunds on out of stock orders, you can check out this Refunding An Order documentation for those steps. It outlines how both a full and partial refund can be completed by:

 

  • Heading into the Orders section from the Shopify Admin. 
  • Click the order that you want to refund.

  • In the Order Details section, click Refund.

  • Enter the quantity of the products that you want to refund. Any products with a quantity set to 0 won't be refunded. The Refund amount (not the Total available to refund amount) is updated, minus any shipping charges. You can manually edit this amount (for example, to charge your customer a restocking fee). You can also add a refund for any shipping charges.

  • Optional: Enter the shipping amount that you want to refund into the Shipping field.

  • If you've shipped the items but your customer hasn't returned them yet, then uncheck Restock items. This checkbox is visible only if you're tracking inventory for the items included in the order.

  • Optional: Enter a reason for the refund.

  • Click Refund to issue a refund for the items that you've chosen.

 

This will provide you the ability to refund only a portion of the order (i.e 10%) as opposed to the total refund amount that's available. It's important to note that the refund amount cannot be more than the price of the product itself (i.e providing a $10 refund on a product that's $5).  

 

If however, you do not want to remove the out of stock item from the order you can look to providing this customer with a gift card. This will allow you to provide a credit of 10% for future use on the shop. For further insight on how to issue a gift card, you can check out our Gift Card document for those details.

 

Please let me know if you have any other questions!

Blair | Shopify 
 - Was my reply helpful? Click Like to let me know! 
 - Was your question answered? Mark it as an Accepted Solution
 - To learn more visit the Shopify Help Center or the Shopify Blog