Refund Payments

Depending on your return policy, your customers might need to return purchased items and you might need to refund a customer’s payment, for example, if a customer is not happy with a product or service.

Returns and refunds are fully automated and integrated with the ERP system.

Customers can initiate return orders directly from the Sana webstore. These return orders are then stored and processed in the ERP system. When a customer returns items, a credit note (memo) must be created in the ERP system. It is important to create the credit note based on the original invoice. Credit notes that do not reference the invoice will not be processed for refunds.

You can refund either the full captured amount or a part of it. You can also perform multiple partial refunds, as long as their sum doesn't exceed the captured amount. You can only refund a payment after it has already been captured.

• Full refund: Returns the sales order total value to the customer. You must create a credit note (memo) in your ERP system for an invoice with a full amount and post it.

• Partial refund: Returns part of the purchase to the customer. For example, when a customer returns one of the items they purchased. You can also make multiple partial refunds. For example, when a customer returns several items at different times. You can perform a partial refund if multiple invoices were created for an order in ERP and a credit note was created and posted for one of the invoices.

Not all payment methods support a partial refund. To learn if a payment method supports partial refund, see Supported Payment Methods. There you can see whether the payment method supports refunds and partial refunds.