Refunds and exchanges

When a customer returns something or something went wrong, you handle it from the order. You can refund the full amount or part of it, put the items back in stock and send a credit note for the invoice. If the customer wants something else instead, use Exchange item.

Refunding

You can only refund a paid order (Processing or Completed) that still has something left to refund. You need full access to Orders.

1. Open the order and click More actions (the three dots) → Refund.
2. Enter the Amount. Teamdock fills in what can still be refunded and shows the maximum.
3. Optionally enter a Reason, for example “door damaged on delivery”.
4. Choose how the money goes back (see below).
5. Tick what else should happen: restocking and/or a credit note.
6. Click Make refund and confirm.

After a refund, Notes shows what was booked. You can refund again later, up to the order total.

Through the payment method or by hand

Send the money back through the order’s payment method is on by default. The money then goes back through the payment provider the customer paid with, for example Mollie.

If the customer paid by bank transfer, the payment method cannot send the money back. Untick it: the refund is only recorded and you transfer the money yourself.

Caution

Do not leave the box ticked for a bank transfer. WooCommerce then refuses the whole refund.

Putting items back in stock

Tick Put items back in stock. For each item, enter how many go back into stock. WooCommerce books those quantities with the refund. If the box is not ticked, stock does not change.

Credit note for the invoice

If an invoice has already been sent for this order, you see Make and send a credit note for invoice …. If you tick it, Teamdock makes a credit note for the refunded amount. It refers to the original invoice and reaches the customer the same way: by email, and over Peppol if the customer can be reached there.

Without a credit note the invoice stays standing for the full amount. For your bookkeeping you usually need one.

Note

If the credit note fails, the refund still stands. You see a message with the reason. In that case, make the credit note yourself in Invoice Ninja.

Exchanging an item

With an exchange the customer swaps an item for something else. Teamdock creates a new order for the same customer with a discount code worth what comes back.

1. Open the original order and click More actions → Exchange item.
2. Under What comes back?, tick the items the customer returns and change the quantity if needed. You see the Credit (excl. VAT).
3. Click New order with credit.
4. You arrive in a new order with the credit already applied as a discount code. Add the new item and create the order.

The credit is what was paid for the item, excluding VAT. Teamdock adds a note to both orders, and they refer to each other (Exchange for order).

Watch out with exchanges

• Adjust the stock of the returned item yourself on the product.
• The discount code is single-use. If the credit is more than the new order, the remainder lapses with that order. Teamdock warns you about this. Add more items, or refund the remainder on the original order. If you place the order anyway, Teamdock adds a note to both orders that the remainder has not been settled yet.

Cancel instead of refund?

An order that has not been paid yet you simply set to Cancelled. A paid order cannot be cancelled: use Refund instead. See also Working with orders.