Credit memos and refunds

A credit memo is the opposite of an invoice: it records how much money you refunded to the customer and for which products. You can only create one for an order that has an invoice.

Before you start

which products are being returned and how many,
whether you are also refunding the shipping cost,
how the customer paid (card or bank transfer).

Two kinds of refund

The customer paid	Where you create the credit memo	What happens to the money
by card or another online payment	in the invoice (Sales › Invoices)	the shop refunds the money automatically through the payment provider
by bank transfer, cash on delivery or in cash	in the order view	you transfer the money yourself; the credit memo only records it

Credit memo from the order

Sales › Orders

Open the order and click Credit Memo at the top.

The Credit Memo button appears once the order has an invoice.
Under Items to Refund, enter the quantity you are refunding for each product. Set products the customer is keeping to 0. Click Update Qty's.
If the product goes back on sale, tick Return to Stock (this field appears if the option is enabled in your shop).
Under Refund Totals, check the amounts and click Refund Offline.
1. Refund Shipping - enter 0 if you are not refunding shipping.
2. Adjustment Refund - an extra amount you refund (for example, for damage).
3. Adjustment Fee - an amount you deduct (for example, the return cost).
4. Refund Offline - records the credit memo
5. you transfer the money yourself.

If you tick Email Copy of Credit Memo, the customer gets the credit memo by email. After every change to the amounts, click Update Totals.

Credit memo for a card payment

Sales › Invoices

Open the invoice that belongs to the order and click Credit Memo.
Fill in the quantities and amounts as above and click Refund. The money goes back to the customer's card and appears on their statement within a few days.

If you click Refund Offline for a card payment, the money is NOT refunded automatically. In that case, refund it manually in the payment provider's portal.

Common problems

There is no Credit Memo button

The order does not have an invoice yet, or the full amount has already been refunded. Cancel an order without an invoice instead.

There is no Refund button, only Refund Offline

You opened the credit memo from the order, not from the invoice. For an automatic card refund, start from Sales › Invoices.

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Two kinds of refund

Credit memo from the order

Credit memo for a card payment

Common problems

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