Refunds

• Partial Refund

• Full Refund

To honor a promotion, discount, or offer is a promise or commitment from a company to a customer that the promotional offer will be applied towards a purchase.

This means the customer wants to receive what the promotion offered, even though it has possibly ended,expired, or is no longer available.

This can be "honored" in the form of a 

• Refund

• Replacement

Can offer to honor a discount on their most recent online order or their next (future) online order

Refunds can only return funds ($) back to the original payment method that was charged.

Refunds cannot be transferred to a new or different payment method.

Customers are refunded in the same currency they used for the purchase. 

The refund will appear in their account in 5 to 10 business days.

Banks will usually allow refunds to process successfully regardless if a card's been deactivated or the account's been closed. Refunds take 5-10 business days to reflect in the account. Refunds can't be applied to an alternate payment method and will be returned to the card used for the original transaction.

If 5+ business days have passed since your refund was initiated, we will be happy to review your refund to confirm it was successful. However, unsuccessful refunds are rare, and you can typically expect the following behavior:

• Refunds issued to a closed bank account: If the customer’s bank account has closed an issued card due to: expired/lost/stolen, then the funds may be held up awaiting payment at the bank level. Advise customer to contact their bank.

• Refund is issued to an invalid/expired credit card: If the customer has the same card issuer and bank account, funds will be successfully credited to that account. If they don't see a refund in their account balance within at least 5 business days, advise customer to contact their bank.

**Tip! Charges and refunds may be consolidated on a bank statement if they were transacted within a short period of time. In these cases, the original charge will be reduced by the refund on a single line in the bank statement

Send Email to ER to request a check be sent >> BLUE CHECK REQ *INSERT ORDER # *INSERT CUSTOMER NAME

🚩Please do not offer customers a check for returned orders over 90 days  - these must be approved prior and are meant only for escalated situations. We should be pushing this refund to be issued in the form of a GC. In the event you see a refund is rejecting in Shopify and they are well within policy timeframe only then his does not need approval.  

• Can't transfer funds (or refund) to a different payment method - they would only have the option to receive the refund to the no longer valid CC and their bank will reroute the refund to the new valid CC, or to receive the refund in the form of a GC, or receive a physical check 

• Physical Certified Checks are used in cases where Shopify no longer has access to a payment method used to purchase an order, and is no longer able to successfully issue a refund back to a payment method.

• These can take up to 4-6 weeks (after the check has been mailed out) to receive by postage mail. Unable to provide USPS tracking and will require the customer's confirmed shipping address as this will be where the check is mailed to.

Examples: 

• If we are unable to refund to the original form of payment (CS has a new Bank account)

• return was made within 90 days and cannot go back to cc under any circumstances

  • GC option or Check option 

If the customer has initiated a chargeback on their end for an online order:

After the client has initiated a charge back with their bank, we will be limited in what we have access to assist with.

We cannot refund them due to the cs initiating a chargeback with their bank. If they lift the chargeback with their bank and the bank removes it, then we will be able to refund. Otherwise they can just go forth with the chargeback since it has been initiated.

• Refunds can't be canceled after they're issued. 

• Partial Refunds and Fully Refunds cannot be reversed for any type of payment method.

• We are unable to reverse refunds of any amount. We are unable to cancel or undo a refund that has been issued.

• After a refund has been issued, the payment method severs the connection between our system and the amount refunded.

• Disputes and chargebacks aren't possible on credit card charges that are fully refunded.

• Once a refund has been made, it is permanent. The credit card or direct debit account will need to be charged again if the transaction was refunded by mistake -- this is not recommended.

Step-by-Step Process for Store Returns:

1. Asking for Order #

2. Verify customer information

3. Was this order a gift or was it purchased by customer?

4. What item(s) is being returned

5. Confirm the Refund amount $

6. Where the refund is being returned to (Credit Card, Paypal, etc.)

7. Refund notification email being sent

8. Confirm Store Number

9. Add to the refund doc

If an order was purchased using a Bluemercury Gift Card and a Credit Card and that order received a refund 

▶ Our system will default sending the refund back to the Gift Card automatically and any remaining amount back to the Credit/Debit Card. If the refund was processed through the WH they won't edit to just back to the cc. If it was only a partial amount, we can manually refund back to the cc and disable the Gift Card.

Applicable for Gift Returns, Honoring Beauty Cards, Honoring Promotional Discounts, and Appeasements