KB: How To: Returns Alerts & RP

In COA3 click ‘view’ and select ‘RETURNS’ to open the returns tab

Adyen Refund Invalid

Click on the alert.

Open the call log and check for any information that may have caused the return to fail i.e. we’ve requested the parcel be RTS and forgotten to mark the line as bring to CX and already refunded the customer.

Find the customer on the returns tab.  Check the comments box to see if there is any information.

Look up the order in Adyen and make sure the refund has been processed. 

Log everything you’ve checked and clear the Adyen Invalid Refund alert.

Go back to the returns tab and double click on the customer.  Select Reason - Process Manually - No Refund - Return in shark to remove from the returns tab.

Klarna Refund Invalid

Click on the alert.

Open the call log and check for any information that may have caused the return to fail i.e. we’ve requested the parcel be RTS and forgotten to mark the line as bring to CX and already refunded the customer.

Find the customer on the returns tab.  Check the comments box to see if there is any information.

Look up the order in Klarna and make sure the refund has been processed. 

Log everything you’ve checked and clear the Klarna Refund Invalid alert.

Go back to the returns tab and double click on the customer.  Select Reason - Process Manually - No Refund - Return in shark to remove from the returns tab.

PayPal Refund Invalid

Click on the alert.

Open the call log and check for any information that may have caused the return to fail i.e. we’ve requested the parcel be RTS and forgotten to mark the line as bring to CX and already refunded the customer.

Find the customer on the returns tab.  Check the comments box to see if there is any information.

Look up the order in PayPal and make sure the refund has been processed. 

Log everything you’ve checked and clear the PayPal Refund Invalid alert.

Go back to the returns tab and double click on the customer.  Select Reason - Process Manually - No Refund - Return in shark.  Select No to refunding the price, delivery & postage and click process to remove from the returns tab.