Steps in the screenshots correspond to the numbers in the headings.
Log in to the eCommerce Admin portal and navigate to "Orders". Find the Order Number that you would like to process the refund.
In this case, we are going to refund shipping on Order #864.
1. Find Order #864 and hit the "+" button to expand the view of this particular order.
2. After hitting the "+", the order details should expand, allowing to see the Billing and Shipping information, along with the item(s) ordered. On the far right will be 3 dots (...), press those and a pop-up box should appear below with selection options.
3. Choose the "Refund" option from the drop down list.
4. After hitting "Refund", the Refund order page should open with details on the order number. Navigate to the bottom of the page and make sure that "Refund individual items" is selected under the Refundable items section.
5. Find the "Shipping cost" line item and find the box titled "Refund item total"
6. Enter the refund amount. In this case, we are refunding the full shipping amount and assuming that the customer called and provided their own shipping account. Hit "Continue" after entering the refund amount.
7. Press the radial button for the credit card that the order was processed under. If the customer paid via a purchase order, the shipping refund will not be necessary in the eCommerce portal. Enter a note as to why the customer is being refunded in the "Reason for refund" section. Last, hit the "Confirm Refund"button.
Note: Only credit card purchases will require refunds for shipping. Pay by PO customers will be invoiced based upon their order total either through Quick Books or SAP.
8. Once the "Confirm Refund" button is pressed, you will be returned to the Order screen and should see that the refund has been applied. The order status also goes to "Partially Refunded" and the customer email attached to the order will receive an auto-generated email referencing the Partial Refund.
Note: Some states charge tax on Shipping. If this is the case, the tax will be deducted along with the Shipping refund.
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