Magento Open Source 2.1.x

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Issuing a Credit Memo

Before a credit memoA document issued by the merchant to a customer to write off an outstanding balance because of overcharge, rebate, or return of goods. can be printed, it must first be generated for the order. If you create a credit memo for an order that includes gift options, the refund for the gift wrapping and/or printed card appears in the Refund Totals section of the credit memo. To exclude these costs from the amount to be refunded, enter the amount as an Adjustment Fee. If multiple credit memos are issued for the same order, the refund for gift options appears in the first credit memo.

Create Credit Memo

To issue a credit memo:

1. On the Admin sidebar, tap Sales. Then under Operations, choose Orders.
2. Find the completed order in the grid. Then in the Action column, click the View link to open the order in edit mode.
3. In the upper right corner, tap Credit Memo. (The Credit Memo button appears only for completed orders.)

The New Credit Memo page looks similar to a completed order, but with an Items to Refund section that lists each item from the invoice.

4. Do one of the following:
  • If the product is to be returned to inventory, mark the Return to Stock checkbox.
  • If the product will not be returned to inventory, leave the checkbox blank.

The Return to Stock checkbox appears only if inventory Stock Options are set to “Decrease Stock When Order Is Placed.”

If an online payment method was used, you will not be able to mark the checkbox.

Items to Refund
5. Complete the following:
a. If the quantity of products to be refunded is less than the quantity purchased, enter the number of items to be returned in the Qty to Refund box. Then, press the Enter key to record the change. The Update Qty’s button appears.

If applicable, make sure to set the Qty to Refund of any items not to be refunded to zero.

b. Tap Update Qty’s to recalculate the total. (The amount to be credited cannot exceed the maximum quantity that is available for refund.)
6. In the Refund Totals section, do the following, as applicable:
a. In the Refund Shipping field, enter the amount that is to be refunded from the shipping fee. This field initially displays the total shipping amount from the order that is available for refund. It is equal to the full shipping amount from the order, less any shipping amount that has already been refunded. Like the quantity, the amount can be reduced, but not increased.
b. In the Adjustment Refund field, enter a value to be added to the total amount refunded as an additional refund that does not apply to any particular part of the order, such as shipping or tax. The amount entered cannot raise the total refund higher than the paid amount.
c. In the Adjustment Fee field, enter a value to be subtracted from the total amount refunded. This amount is not subtracted from a specific section of the order such as shipping, items, or tax.
d. If the purchase was paid with store credit, mark the Refund to Store Credit checkbox. The amount will be credited to the customer’s account balance.
e. To add a comment, enter the text in the Credit Memo Comments box.
f. To send an email notification to the customer, mark the Email Copy of Credit Memo checkbox.
g. To include the comments you have entered in the email, mark the Append Comments checkbox.

The status of a credit memo notification appears in the completed credit memo next to the credit memo number.

Refund Totals
7. To explain the refund, enter the text in the Comment Text box.
  • To send the comment to the customer by email, mark the Email Copy of Credit Memo checkbox.

To refund the amount to the customer’s store credit, mark the Refund to Store Credit checkbox. Then if applicable, enter the amount to be refunded to store credit.

8. To complete the process and generate the credit memo, tap one of the following refund buttons that appears according to the payment type:
  • Refund Offline
  • Refund Online

You can view the completed credit memo from the Credit Memo tab of the order, and also in the main Credit Memos grid. For a hard copy of the credit memo, see: Printing Credit Memos.

Saved Credit Memo