You can only refund items in an order if:
Payment has been received (full or partial)
They've not been fulfilled yet
They've been returned
They've not already been refunded
How do I refund an order?
In the admin area
Go to Commerce > Orders.
Next to the order, click View.
Under More, click Refund. This option will only appear if the order is refundable.
Chose the Items to refund by changing the Quantity next to each item.
Optionally change the Date of the refund.
Optionally enter a Reason for refund.
If you have Xero connected, you can optionally choose to Add Xero credit note.
Click Refund.
If payment is due, you will be automatically be redirected to add a payment to the refund (see below).
In the POS
In the menu (three bars top left), click Orders.
Find the order you want to refund (you can use the filter top right to narrow it down). You can also find specific orders for a person by going to People instead, finding the person, then viewing their specific orders)
Once you've found and opened the order you want to refund, click the options icon (three dots top right), and choose Refund.
Choose the items you want to refund by increasing the quantities.
Optionally change the Date of the refund.
Optionally add a Reason for the refund.
Click the tick icon top right to add the refund.
If payment is due, a second window will pop up to lodge the payment.
How do I add a payment for the refund?
Things to be aware of:
If it was a Stripe payment you're refunding, we automatically send the funds back to their card (we tell Stripe to do this for you).
For all other refund methods, we don't automatically send them any funds back. You have to do this manually.
You can't refund more than the payments received against the order.
In the admin area
Go to Commerce > Orders.
Next to the order, click View.
Under Refunds, click View.
Next to Payments, click Add.
Choose the Method to refund their money.
Enter the Amount (automatically pre-filled with either the amount due or the maximum amount available to refund based on payments made against the order).
Optionally change the Date.
If you have Xero connected, you can optionally choose to Add payment to Xero credit note.
Click Add.
In the POS
In the menu (three bars top left), click Orders.
Find the order you want to add a payment for.
Once you've found and opened the order, scroll down to refunds and open the refund you want to add a payment for.
Click the options icon (three dots top right) and choose Add a payment.
Choose the Method.
If a Stripe payment is being refunded, you'll be asked to choose the originating payment to refund.
Optionally change the Amount (defaults to the amount due).
Optionally change the Date of the payment.
Click the tick icon top right to add the payment.
The refund payment status will be adjusted automatically.
Do items get restocked when refunding an order?
When refunding an order, we automatically restock any products. We ensure things aren't overstocked.
You need to manually delete any linked items that were created as part of the order (e.g. tickets, memberships, gift vouchers).
How do tracked Xero inventory items get restocked?
Xero can only return stock for tracked items through a credit note. We provide an option to add a Xero credit note when adding a refund and also when viewing a refund in the admin area.
All items must be linked in Airsquare using the Xero inventory item code beforehand.
We allow $0 refunds so that a Xero credit note can be created and inventory adjusted.