[intro]Here you can learn how to process both full and partial returns using the Orders Section on your EKM online shop. [/intro]

[summary]

• Refunding a whole order
• Part refunding an order

[/summary]
Refunding a whole order

1. Locate the order you would like to refund and click the Return Products button in the top right-hand corner:

2. Use the buttons to add the correct number of stock to be returned:

3. You’ll see a Return Reason drop-down menu appear. Select the correct reason:

4. Repeat this process if there are any other products within the order and then click the Create Return Button in the bottom right-hand corner:

5. Now, you’ll be redirected to the order. Notice that you have a ‘Mark As Returned link on the right-hand side. When the customer has returned the items back to you, you need to click Mark as Returned:

6. To process your refund for your customer, click the Refund button in the top right-hand corner:

7. You’ll then be redirected to this page. Again you will need to use the buttons to indicate the correct number of products to be returned:

8. Select the Reason For Refund using the drop-down menu and in the Refund Summary element on the right-hand side, tick the boxes to send a notification to your customer and refund the shipping costs. Finally, you need to complete the field in the Refund element with how much the customer will be refunded, before clicking the Refund button in the bottom right-hand corner:

[tips]You can edit the Order Fully Refunded and Order Partially Refunded Email templates within the Order Status Update email templates on the Outgoing Emails page within Settings.[/tips]

9. You’ll then be redirected to the Order, where you’ll see the Payment Status is now set as Refunded:

10. Now you need to refund the customer, applicable to the Payment Method that was used to complete the order originally. 

Part refunding an order

1. Locate the order you would like to partially refund and click the Return Products button in the top right-hand corner:

2. Use the buttons to add the correct number of stock to be returned. You’ll see a Return Reason drop-down menu appear. Select the correct reason:

3. Repeat this process on the other products within the order to be returned if applicable, and then click the Create Return Button in the bottom right-hand corner:

4. Notice that you now have a ‘Mark As Returned link on the right-hand side. When the customer has returned the items back to you, you need to click Mark as Returned:

5. Now you need to click the Refund button in the top right-hand corner:

6. You’ll then be redirected to this page. Again you will need to use the buttons to indicate the correct number of products to be returned. Select the Reason For Refund using the drop-down menu and in the Refund Summary element on the right-hand side, tick the boxes to send a notification to your customer and refund the shipping costs. Finally, you need to complete the field in the Refund element with how much the customer will be refunded, before clicking the Refund button in the bottom right-hand corner:

[tips]You can edit the Order Fully Refunded and Order Partially Refunded Email templates within the Order Status Update email templates on the Outgoing Emails page within Settings.[/tips]

7. You’ll then be redirected to the Order, where you’ll see the Payment Status is now set as Partially Refunded:

8. Now you need to refund the customer, applicable to the Payment Method that was used to complete the order originally. 

[more]

• The Orders Section

[/more]

[contact] If you need our help with your EKM online shop, contact your Ecommerce Expert or the Customer Support Team, who will be able to point you in the right direction. We're open from 8am-6pm weekdays and 9am-5.30pm weekends. If you'd like to suggest a feature or an upgrade on any of the EKM platforms, please let us know on the EKM Suggestions Board. If you have a non-account-specific question to ask the EKM Team, join us in the EKM Community. [/contact]