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).
How do I add a payment for the refund?
Things to be aware of:
Adding a refund payment in Airsquare doesn't automatically send them any funds back. If you're using a payment gateway (e.g. Stripe or PayPal), they will have a refund feature you can use to transfer the actual money back.
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.
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.