How to Refund an Order?

The section will explain how to refund an order that was marked to the POS

Introduction

Orders and transactions are marked to the POS and will be part of EOD reports. In order to refund an order you will need to make sure to 1)Void it in the POS (like every ordinary transaction), But in addition to that you will have to 2) Refund at Appfront portal.

Why do I need to refund in Appfront dashboard as well? because voiding in the POS does NOT trigger voiding an online transaction. Only transactions the were made in the POS can be voided in the POS.

For merchants using our proprietary credit card processing (card connect), refunds from the portal will also refund the money to the customer.

Full Refund - Activity Log

Step 1 - Login to your portal

Step 2 - Go to "Activity Log"

Step 3 - Search for your ticket: using the customer's mobile number [Use the queries to choose your store and the right time frame] (Don't forget to press submit)

Step 4: Locate your order - and Press Refund

Step 5 - Order was refunded: refund confirmation will be in RED (which means your order was refunded in the Appfront portal which will trigger void to the processor as well)

Full / Partial Refund - Customers

For merchants using our proprietary credit card processing (card connect), refunds from the portal will also refund the money to the customer.

Step 1 - Login to your portal

Step 2 - Go to "Customers"

Step 3 - Search for the customer: using the customer's mobile number (Don't forget to press search)

Step 4 - Find the order: Scroll down until you find the right order, then click on it, the refund button will be displayed.

Step 5 - (For partial refunds): Enter the amount you want to refund for the order (leave blank for full refund).

Step 6 - Click the "Refund" button.

Store Credit Compensation

Store credit compensation can be used for orders that were paid for with a combination of store credit and credit card. In case you want to do a partial refund and you want to prioritize the refund of store credit over the other funds, this would be the process for you.

Step 1 - Create a "Store Credit Compensation" Campaign:

Step 2 - Set the store credit amount (see example above): For example, if I want to compensate the customer $14.99, I need to change the amount to exactly $14.99 and click "Save"

Step 3 - Send manually to the customer: Go to the list of campaigns, under the corresponding compensation campaign, click "Send Manually". Then, enter the customer's phone number and click "Send".

Validation: You can search for the customer after you send the store credit and see the compensation event.

In order to undo a compensation that was already sent, click on the compensation event (see image above) and then click "Refund". This will remove the corresponding amount from the customer's balance.

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