Trade orders｜Refund Process

Refund Conditions

• Payment must be settled: The payment must be successfully captured and settled.
• Within refundable balance: The total refund amount, including any partial refunds already issued, must not exceed the refundable balance.
• Initiate from the admin: Refunds must be initiated from the Subotiz admin to generate a refund order.
• Record each refund separately: Every refund generates a new refund order for tracking and reconciliation.
• Closed orders cannot be refunded: Refunds cannot be initiated from trade orders with a Closed status.

Issuing a Refund

1. Locate the trade order: Go to Transaction > Trade orders in the Subotiz admin, then use filters such as trade order ID or external order ID to find the target order.

2. Open the order details: Click the trade order to view its details and confirm the status is Paid.
    
3. Start the refund: Click the Refund button in the top-right corner of the trade order detail page.

4. Enter the refund amount and note: In the refund dialog, enter the refund amount, which cannot exceed the refundable balance. Optionally add an internal note, then click Refund.

5. Confirm the refund: A confirmation screen displays the refund amount and note. Review the details and click Refund to submit.

6. View the refund order: After submission, the system generates a refund order automatically. The refund order ID appears in the Refund details section on the right side of the detail page. The refund order can also be tracked in Transaction > Refund orders.

Operational Notes

• Multiple partial refunds supported: Refunds can be issued multiple times as long as the total does not exceed the refundable balance.
• Partial refunds can be continued: After a partial refund is processed, the trade order status updates to Partially refunded and the Refund button remains available. Additional refunds can be issued until the refundable balance reaches zero.
• All refunds are recorded: Every refund initiated in Subotiz generates a refund order for audit and tracking purposes.

Best Practices

• Monitor refund order status: Regularly review recent refund orders, focusing on those with a Processing or Failed status.
• Verify refund amounts: Confirm the entered amount matches internal billing records before submitting.
• Use filters in Refund orders: Apply filters to locate specific refund orders for reconciliation or customer service needs.
• Investigate failed refunds: Resolve issues promptly to avoid delays or unresolved cases.