Here we'll cover:
- Refunding a Sales Order and Restocking Products
- Refunding a Sales Order without Restocking Products
- Reviewing a Sales Order's Transaction History
If you have integrated your accounting platform with QuickBooks Commerce, it will sync a return as a Credit Memo. The ability to sync the refund amount is not currently available.
Refunding a Sales Order and Restocking Products
From within your Shopify dashboard, go to the 'Orders' section and select the Order that you'd like to refund.
Click the 'Refund' button located above the Sales Order.
Within the Refund window, update the number of products that you would like to refund and restock with the reason for the refund. Check the box stating 'restock x items at:' and choose your restock location from the drop-down menu.
Click the 'Refund' button.
When you go to the next window, select 'View Order' from the drop-down menu.
The Sales Order will pop-up in a new window within QuickBooks Commerce where you can click through and review the Refund in the 'Payments' section & Return in the 'Shipments' section on the bottom right-hand side of the screen.
If your order is fulfilled before a refund event, you will see the number of product variants that will be restocked into your inventory automatically.
If you have not fulfilled the order before a refund event, you will only see the refund amount under the 'Payments' section.
Refunding a Sales Order without Restocking Products
Once your order's items have been refunded, they will no longer be fulfillable from Shopify or shippable from QuickBooks Commerce.
On your Shopify dashboard, go to the Orders section and select the Order that you would like to refund.
A new tab will open and you can click the ‘Refund’ button and indicate the number of products you would like to refund.
Remember to uncheck the ‘Restock’ box below your refund preferences.
Next, select ‘View Order’ from the dropdown options.
A new window will pop-up displaying the Sales Order page in QuickBooks Commerce, where you can review the modified payment status.
Hang on, almost done...just a few more additional steps.
If your sales order status is still showing ‘finalized’ and not ‘fulfilled’, you can follow the two advised stopgaps below accordingly.
Scenario 1: In a situation where your entire order is refunded, you can simply void the order. To do so:
Open a sales order of your choice and click on the ‘Void’ button.
A dialogue box opens up with the conditions asking for your confirmation. To proceed, select ‘Yes, Void Order’.
By voiding an order, QuickBooks Commerce will auto-delete all the invoices, payments, shipments, and returns associated with the particular order. This action can’t be undone.
Scenario 2: Alternatively, if your order is partially refunded, you can make edits to the quantity to close the lifecycle of the order. To do so:
Open an invoice of your choice and click on the ‘Edit’ button.
Adjust the ‘Qty Invoiced’ column by the number of units refunded.
Next, open the order and click on the "Edit Order" button.
Make a similar adjustment to the ‘Quantity’ column by the number of units refunded and simply click ‘Save’.
Once the units that are not refunded are all shipped, your order status will automatically be updated from ‘Finalized’ to ‘Fulfilled’.
By doing a manual adjustment, you will not have visibility of your refunded items in your sales order on QuickBooks Commerce however, you will be able to view it on your Shopify account.
All done and set! 👌
Reviewing a Sales Order's Transaction History
From QuickBooks Commerce, go to the 'Sales Orders' section.
Click on 'Orders', and then select the Sales Order that you'd like to review.
The transaction history will be visible on the right-hand sidebar.
To review the details of an entry in greater detail, click on it.