You can partially or fully refund a customer for an order they've placed with you.
Refunds are only possible if there is an active customer support ticket open.

These are the two types of refunds, full and partial refunds. If an order is fully or partially refunded we will not add this stock back to the item’s offer. You will need to restock this item manually after retrieval from the customer.

By clicking on the Order ID of one order, you get redirected to your order detail page.
Here you can see an overview, the payments, item details and infos regarding dynamic pricing and commission. You can also partially or fully refund the customer.

Your overview page is divided into different sections:

Overview: Showing general information regarding the customer.

Status: Showing the order date, missing actions (labels) and the current refund state.
Payments: Giving you an overview of what was initially charged, what has been refunded so far and how much is payed. Important: Once you partially refund "Total Refunded" and "Total Paid" changes.
Customer Info: Delivery and Invoice address.
Pricing Information: Detailed information about the pricing of the order.

Item Details: Grade, Warranty and Taxation. Furthermore the possibility to add an item identifier and the tracking link.

How to refund?

You can either refund the total amount of the order by clicking on the right top:

Click on “Check” to make sure you really want to refund and the data is correct.

Once checked is clicked you can refund.

⚠️ Be aware this action is irreversable!

You can also partially refund by Order Item. Therefore simply click on the refund button associated to an order item.

Check the details to enable the refund function and refund. 

⚠️ Be aware this action is irreversible!

Every Refund Requires a Zendesk Ticket

To ensure a proper return process and provide better documentation for both you and the customer, each refund must now be linked to a Zendesk support ticket.

From now on, the refund will not succeed until a ticket exists.

Before You Refund:

1. Confirm that a ticket exists: Buyers should create the ticket themselves when requesting a return. If no ticket is present, create a ticket with the customer before proceeding with refund.
2. After a ticket is created, wait up to 10 minutes for it to sync.
3. Issue the refund in the seller interface or via your integrator/API as usual.

FAQ

1. If You See This Error

“We couldn’t process your refund. Refunds require a Zendesk ticket, usually created by the customer as part of the return process. Please create a Zendesk ticket and link it to the order item ID you want to refund. Wait up to 10 minutes, then try again.”

→ This means our system cannot find a valid ticket yet for the given Order item ID & Order ID.

Create the ticket, wait up to 10 minutes, and retry the refund.

1. Common Reasons Refunds Fail

• No ticket exists.
• Ticket created after the refund attempt.
• Refund attempted before 10 minutes (ticket not yet synced).

1. If the Refund Still Fails After All Steps Above

Contact merchant-support@refrubed.com and include:

• Order ID
• Order item ID if possible
• Screen shot of error message
• Description of desired action (e.g. I want to issue a full refund but it failed even though I have a ticket).