A customer may request a refund of their balance, which may be refunded to their credit card or bank account.
Cash Balance Refund
If a customer has a positive cash balance they may request this to be refunded.
This option is mainly utilised when a customer decides to cancel their subscription and wishes to receive a refund of the remaining balance in their account.
Refund the customer
To refund a customer head to their Customer Overview > Account > press "More Options" > choose "Refund" > enter the details
You will be given the choice of:
◻️ I have already manually refunded this customer's credit card or bank account*
OR
◻️ Automatically refund this customer via the payment provider**
Then press "Refund Customer".
* In order to process a manual refund to a customer's card or bank account, you will need to obtain their bank details.
** In order to process a refund through the payment provider, the customer must have initially made their payment using this method. It is not possible for a customer to pay in cash and then request a refund to their card.
Refunding for other reasons
In certain cases, a customer may request a refund for reasons such as product quality or a delivery fee. Typically, this will be resolved by crediting the amount to their account, which will then be used first for their next order's payment. However, if the customer specifically asks for a refund, the process remains the same as outlined above, with the credit being allocated to their account first.
N.B. a customers account must be in credit to offer a refund. If not a red warning will show:
Amount must be less than or equal to the customer's cash balance.