Trying to figure out a way to track post purchase refunds/discounts given by our CS team and can’t seem to figure out a way to isolate those in reporting from regular returns or order level discounts made at time of purchase. An example would be- customer places an order, identifies an issue with the product, customer support offers and issues a partial refund back as a courtesy. At the order level, I can see that courtesy refund is listed as refunded from the original amount paid, and the new total paid is listed as net payment. How can I track totals for “refunded” Example below..
Hi @pakt2019 , seems like there are apps to solve for this particular need.
Not sure about the brand / app dev here, but found this on google and thought it might be helpful to test it out?
Regards
One practical way to separate courtesy refunds from normal returns is to make the refund note part of the CS workflow—for example, require staff to start it with “CS courtesy”.
Full disclosure: I’m the developer of RefundAudit. It creates a refund feed showing the amount, order, timestamp, staff member, channel and refund note, and those fields can be exported to CSV. With a consistent note prefix, you can filter the CSV and calculate the total value of courtesy refunds while still seeing who issued them.
It won’t classify courtesy refunds automatically, so the note convention is important. Staff attribution starts from installation; historical refunds are imported for 60 days, but their original staff member usually can’t be reconstructed.
RefundAudit is $7.99/month after a 14-day free trial. You can find it by searching “RefundAudit” in the Shopify App Store.