The refund orders panel in Subotiz provides a centralized view of all refund operations within the Transactions module. A refund order is generated automatically when a refund is initiated from a trade order, and its status updates in real time based on the payment provider's response. All refund records are tracked, keeping billing data, invoices, and transaction outcomes consistent.
Understanding the Refund Process
Refunds follow a structured sequence to ensure accurate record-keeping:
- Initiate the refund: Refunds can only be issued from trade orders with a Paid status. Closed trade orders do not support refunds.
- Generate a refund order: Once submitted, the system automatically creates a refund order.
- Submit to the payment provider: The request is sent to the connected payment provider, such as PayPal.
- Update refund status: The status updates to Processing, Successful, or Failed based on the provider's response.
- Sync related records: Once complete, the system updates the linked trade order and invoice.
Setting the Refund Amount
Merchants can set the refund amount based on business needs:
- Enter the refund amount: The amount cannot exceed the current refundable balance.
- Full refund: The invoice updates to Refunded and the full outstanding balance is cleared.
- Partial refund: The invoice updates to Partially refunded and the remaining refundable amount is shown.
- Multiple refunds: Additional refunds can be issued as long as the cumulative total does not exceed the original payment amount.
Handling Failed Refunds
When a refund does not complete successfully:
- Failed status: The refund order is marked as Failed.
- Invoice unchanged: The related invoice status is not updated, preventing billing inaccuracies.
- Retry available: Once the issue with the payment provider is resolved, the refund can be resubmitted from the refund orders panel.
Tracking Refund Status
Refund progress can be monitored in two places:
- Refund orders panel
- View status: Displays Processing, Successful, or Failed.
- View linked details: Shows the refund amount, original trade order, and channel refund ID.
- Invoice details
- Invoice status update: Updates to Refunded or Partially refunded after the refund completes.
- Amount sync: The refunded amount is reflected in the invoice automatically.
- Download invoice: Download the latest PDF for reconciliation or to share with the customer.
Best Practices
- Verify invoice updates: Check the invoice status after each refund to confirm the outcome is correct.
- Monitor failed refunds: Prioritize Failed records in the refund orders panel and follow up promptly.
- Use the latest invoice: Always download the most recent PDF when reconciling or communicating with customers.
Refund orders connect trade orders, refund records, and invoices into a single unified flow. Merchants can track every refund clearly and maintain accurate, fully traceable billing records throughout the process.