Refunding Shopify Orders

How to Refund Shopify Orders

Purpose/Goal

We refund customers if they are not satisfied with the product or if the product was not received or came damaged etc. Only for orders fulfilled or placed through Shopify.

Resources Needed

• Shopify admin Account

• CSR tracker

Knowledge Base

Attach Loom Video of SOP Being Done

• [Video]

Use Amazon’s template for 1st reach out found in the customer’s review, Process a refund, 2nd Reach out re: proactive refund using our template

1. Access the Shopify Admin dashboard using your credentials.

2. From the Shopify Admin, go to Orders.

3. Use the search bar to find the specific order by entering the order number or the customer's name.

4. Click on the order number to open the order details page.

5. Ensure that the order is eligible for a refund (check if it’s within the return period).

   1. Noting: If additional information is needed, contact the customer to confirm the reason for the refund and gather any necessary details (e.g., photos of damaged goods).

6. On the order details page, click on Refund.

7. In the refund dialog box, enter the quantity of each item being refunded.

8. Adjust the refund amount if necessary (e.g., deduct shipping fees if applicable).

9. Add a note explaining the reason for the refund (optional but recommended for record-keeping).

Noting: If the items are being returned to inventory, check the Restock items box to update your inventory levels like cancellation request (not yet sent). If no return needed, please make sure to untick the box.

10. Click Refund to process the refund. The customer will receive a notification about the refund, and the funds will be returned to their original payment method.

11. Record the refund details in our internal tracking system (2024 CSR TRACKING Template) or spreadsheet for accounting purposes.

12. Send a confirmation email to the customer acknowledging the refund has been processed.

13. Address any additional concerns or questions they might have.

14. Ensure all notes and records related to the refund are complete and accurate.

REMINDERS:

• Refunds can take several business days (3-5 business days) to appear on the customer's account depending on their bank or payment provider.

• Always refer to your company’s refund policy to ensure compliance.

• Double-check the order number and customer details to ensure the correct order is being refunded.

• Verify the quantity and product details match the customer's request.

• Verify the refund amount is correct, including any adjustments for shipping fees or discounts.