Process a Return and Refund

With CommentSold, you can process full or partial order returns and refunds, but first, confirm your return policy and set up return reasons in the Returns tab. Learn more here.

In this article, we will go through:

• Locating the order you wish to return and refund
• Returning a product or order
• Refunding a product or order

Step 1: Locate the Order

The first step in a return is to locate the order. You can locate the record either on the customer record or the Orders page.

Step 2: Return Products or Entire Order

The second step in a return is to select and process the return of the specified items or the entire order. Both options—return a specific product and return the entire order—can be accessed from the same page.

1. Once you locate the order, hover your mouse on the right side of the order to bring up the options menu and select the Arrow icon at the bottom of the icons on the far right of the order record.
2. In the Return - Products in The Order section, you have two options:
   • Select Return Order at the bottom to process a return of all products included in the order.
   • Locate the product a customer wishes to return and select Return Product.
3. In the Return Order / Return Product pop-up, complete the following fields:
   • Return Reason. Select the reason for the customer's return. You can create additional return reasons on the Returns tab of your Setup page.
   • Also add back to inventory? If you plan to resell this product, then select this checkbox. If the product is damaged or unable to be resold, leave this checkbox unselected.
   • Return Notes. Include any notes for the processed return. You can include these notes in an email to the customer when processing the refund.
4. Select Return.

Step 3: Select Refund Method

The final step of a return is selecting the refund method.

1. In the Return - Products In The Order section, locate the product to refund and select Refund Product.
2. On the pop-up, confirm the following fields:
   • Refund To. Select where you wish to refund the customer (Payment Source or Account Credit)
   • To Payment Source. This automatically populates the dollar amount for a full refund.
   • To Account Credit. Enter the amount you wish to refund as an account credit. Make sure the amount entered in To Payment Source + To Account Credit = Total Refund Amount.
   • Retract Loyalty. Enable this toggle if you have an active loyalty program and the customer earned loyalty credits for this purchase, this will automatically display the amount that will be retracted from their discount credits once the refund is processed.
   • Refund Notes. Include any notes for the processed refund.
   • Send refund email to customer. Select this checkbox if you wish to send an email to the customer notifying them that you've processed their refund.
   • Include existing return notes in refund email. Select this checkbox if you wish to include the existing return notes you added when processing the return in the email.
   • Include refund notes in refund email. Select this checkbox if you wish to include any notes to the customer about the refunded amount.
3. Select Refund.

Once CommentSold processes the refund, the details appear next to the product.

If you use CS Payments, then you will have the option to issue a partial refund for an order. If using another payment gateway such as Stripe, Square, or PayPal, you will need to issue a partial refund through the payment gateway's platform.

1. Once you locate the order, select the Arrow icon at the bottom of the icons on the far right of the order record.
2. Select the option to Issue Partial Refund in the bottom-left corner of the product summary.
3. On the pop-up, confirm the following fields:
   • Refund Amount. This automatically populates the dollar amount for a full refund.
   • Reason. Select the reason for the partial refund. You can create additional return reasons on the Returns tab of your Setup page.
   • Notes. Include any notes for the partial refund. 
   • Include return notes in refund email. Select this checkbox if you wish to include the notes you added when processing the returned product.
4. Select Refund.