Handle refunds

If you handle your own Customer Support and fulfill certain eligibility criteria, you can refund purchases made with the following payment methods by yourself. For all other payment methods, contact Customer Support for assistance.

note

To find out if you're eligible to execute your own refunds in the Cleverbridge platform, contact Client Experience.

Payment methods you are able to refund

• Credit and debit cards
  • American Express
  • Visa/Mastercard
  • Discover
  • JCB
  • Maestro (Switch/Solo)
• PayPal
• Wire transfer in EURO
• Alipay
• Direct debit (Germany)

Issue a refund

You can execute a refund by opening the Customer Management > Search section in the main menu of our web admin tool. Execute the following steps:

1. Select the purchase for which you want to issue a refund.
2. In the top menu bar of the purchase, click Refund Options.
3. In the opening drop-down list, select which refund option you wish to carry out:

• Refund Total mount: The customer will get back the full amount.

  • You must select a refund reason from the drop-down list before clicking OK.
    • For subscriptions (to be ignored for one-time orders), the Deactivate and terminate subscription billing option is checked by default.

• Refund amount for item: The customer will get refunds for one or more items of a multi-item subscription.

  • Select the item(s) to be refunded and the reason for which you are refunding the purchase.

• Refund partial amount: The customer will get back a partial refund of a specific amount (by default, the indicated amount will include taxes).

  • Enter the amount to be refunded and the reason for which you are refunding the purchase.

note

The maximum amount that you can enter in this field is the price of the item that you selected above. To refund a higher amount, you must Save this refund and click Refund Partial Amount again. After that, select a different purchase item and refund an additional amount. You should repeat this process until you reach the total amount that you wish to refund.

• Add coupon code: If a customer added a coupon code after completing a purchase, they will get a partial refund for this coupon.
  • Enter a valid coupon code. To learn how to set up a coupon code, see Implement cart promotions and Implement item level promotions.

1. Click Issue Refund.

note

• After submitting a refund, always wait until it has been processed. The refund will be processed and depending on the payment type might take several days until the customer receives the money.
• Watch out for possible error messages or time-outs.
• Make sure the order status has automatically been updated to one of these options:
  • Refunded
  • Refund Queued (automatically changes to Refunded once the refund is processed)
  • Partially Refunded

note

To execute a refund in Commerce Assistant (CA), see Purchases

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