The refund feature in Subotiz allows merchants to initiate full or partial refunds for eligible trade orders directly from the admin. Merchants can enter a refund amount up to the current refundable balance and track each request through a separate refund order, streamlining refund management and financial reconciliation.
Checking Refund Eligibility
Before initiating a refund, confirm that the trade order meets the following conditions:
- Order status: Refunds are available only for trade orders with a Paid or Partially refunded status. The Refund button is not displayed for other statuses.
- Refundable balance: The refund amount cannot exceed the Refundable balance shown in the refund dialog.
- Refund currency: Refund amounts are entered and returned in the customer's original payment currency.
- Initiated from the admin: Refunds submitted from the Subotiz admin generate a corresponding refund order for centralized tracking and management.
- Refund records: Each submitted refund generates a separate refund order, which can be viewed and tracked in Transaction > Refund orders.
Initiating a Refund
- Locate the trade order: Log in to the Subotiz admin, go to Transaction > Trade orders, and search by Trade order ID, External order ID, or other criteria to find the trade order to be refunded.
- Open the trade order details: Click the trade order to open its detail page and confirm that its status is Paid or Partially refunded.
- Open the refund dialog: Click Refund in the top-right corner of the trade order detail page.
- Enter the refund details: In the refund dialog, enter the Refund amount in the customer's original payment currency, displayed to the right of the input field (for example, IDR). The amount cannot exceed the Refundable balance shown in the dialog. Optionally enter a Note (up to 100 characters), then click Refund.
- Confirm the refund request: On the confirmation screen, review the Refund amount and Note, then click Refund again to submit the refund request.
- View the refund order: After submission, the system generates a corresponding refund order. The related refund order ID appears in the Refund details section of the trade order detail page. Merchants can also track the refund status in Transaction > Refund orders.
Understanding Refund Processing
- Full and partial refunds: Merchants can refund the entire refundable balance or only part of it.
- Multiple partial refunds: Additional partial refunds can be initiated as long as the trade order remains eligible and a refundable balance remains.
- Original payment currency: Refund amounts are entered and returned in the customer's original payment currency, even when it differs from the store's primary currency.
- Separate refund orders: Each refund request generates its own refund record, allowing merchants to review the refund amount, processing status, and related details.
- Refund status tracking: After a refund request is submitted, merchants can track its outcome through the associated refund order. Submitting a refund request does not mean the refund has been completed.
Best Practices
- Monitor refund status: Regularly review refund records in Transaction > Refund orders, paying particular attention to refunds that are still processing or have failed.
- Verify refund amounts: Before submitting a refund request, confirm that the amount matches internal billing records and the customer's refund request.
- Check the refundable balance: Before initiating multiple partial refunds, check the current Refundable balance to avoid submitting a refund that exceeds the remaining balance.
- Follow up on failed refunds: Review the status and details of failed refund orders and follow up as needed.
The refund feature in Subotiz enables merchants to initiate full or partial refunds from the admin and track their progress through individual refund orders. These records help merchants verify refund amounts, monitor processing statuses, and streamline financial reconciliation.