Refund Request

IMPORTANT:

Check Discount Handling before processing any refunds for any discount related concerns.

We should only process refunds for orders fulfilled by Medify Air (US) and orders within the United States.

Otherwise, escalate to L2 as needed following the L2 template.

- - Include taxes when processing refunds.

Tip: Download invoice to see how much are the tax fees and process refund accordingly.

For multiple units, the same units should be divided by the quantity to get the tax per item.

Before processing any refunds for newly placed orders, make sure to check first if the order has synced with Skubana.

Else, the order will not push through so what we need to do is monitor the order first. It takes a few minutes to an hour for it to sync. We would have to wait before we can manually process any refunds

AMAZON REFUND

Launch Amazon Seller Central
Under Orders > Select Manage Orders
Search for the Order ID on the search field and make sure that order ID is selected on the drop down
Click Refund Order

Choose either Partial or Full, whichever is applicable

Note: For partial refund, system will not allow you to process more than 50%, escalate to L2 when needed

5. Select the Reason for Refund

If there are multiple items in one order number, use the drop down beside quantity to select zero “O” to make sure we are only selecting the unit that needs to be refunded

For Partial Refund

Make sure to hit Issue Partial refund, found in the middle, then enter the reason for refund. Enter the amount then click Submit

For Full Refund

Enter the Reason for Refund found on the left side, click on the dropdown.

Type in the Note to yourself field more detailed information about the refund request of the customer
Always check the total amount to refund to make sure we are not refunding an amount in error before hitting Submit Refund
Add notes in Seller notes using this format: Initials Date, Processed refund for MA-XXX amounting to $XXX

Note:

Tax only refunds are managed by Amazon for Marketplace Facilitated orders

Make sure to attach the invoice. See Invoice Handling for more information.

SHOPIFY REFUND

Log in to Shopify
Search for the customer’s order
Click Refund

NOTE:

For Partial refund due to discount, do not add quantity unless you need to process a refund for one or all of the items to restock them.

4. Select the Unit or Filter for refund

5. Check the quantity that will be refunded to restock item

6. Check Refund Amount

7. Click Refund

8. Make sure to leave the “Send a notification to the customer” checked

9. Enter Reason for Refund e.g. Customer changed mind

10. Add notes in timeline and include your initials

NOTE:

Make sure to attach the invoice. See Invoice Handling for more information.

PARTIAL RECHARGE REFUND

Log in to Shopify
Click Apps
Click Recurring Billing by ReCharge
Click Customers
Search for the customer’s name
Click address ID
Scroll down till you hit the order number then type the refund amount

NOTE:

Make sure to check the invoice to see taxes per item. Compute for the unit/ filter plus taxes then proceed to NO. 8

Click Submit Refund

FULL RECHARGE REFUND

Log in to Shopify
Search for the order number
On the right top, under “More Actions”, click “Refund Recurring order”
Click Yes if asked “Are you sure you want to refund this purchase in full ($xx.xx)?”

GIFT CERTIFICATES and GIFT CARDS REFUND

For Gift Certificate Refund requests, if a buyer used an Amazon gift card or gift certificate to pay for all or part of an order, process the refund by using the methods outlined in Issue a full refund or Issue a partial refund.
The gift card or gift certificate portion of the refund will be credited back to the buyer's Amazon account and they can use it on future purchases.

NOTE:

The original expiration date of the Amazon gift card is still applicable.

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