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Credit Memos

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. is a document that shows the amount that is owed to the customer. The amount can be applied toward a purchase, or refunded to the customer. You can print a credit memo for a single order, or for multiple orders as a batch. Before a credit memo can be printed, it must first be generated for the order. The credit memo grid lists the credit memos that have been issued. to customers.

Credit Memos

To create 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.
3. In the upper right corner, tap Credit Memo. (The button appears only after an order is invoiced.)

Create Credit Memo

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

Items to Refund

If an online payment method was used, you will not be able to edit these fields.

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.”

5. Complete the following:
a. In the Qty to Refund box, enter the number of items to be returned. Then, press the Enter key to record the change. The Update Qty’s button becomes active.
b. Enter 0 for the Qty to Refund of any items that are not to be refunded.
c. Tap Update Qty’s to recalculate the total. (The amount to be credited cannot exceed the maximum amount that is available for refund.)
6. In the Refund Totals section, do the following, as applicable:
a. In the Refund Shipping field, enter any 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 (shipping, items, 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.

7. To complete the process and generate the credit memo, choose one of the following refund option buttons, according to the payment type:
  • Refund Offline
  • Refund Online
8. To add a comment to the completed credit memo, scroll down to the Comments History section, and enter the comment in the box. A history of all activity related to the order is listed below.
  • To send the comment to the customer by email, mark the Notify Customer by Email checkbox.
  • To post the comment in the customer’s account, mark the Visible on Frontend checkbox.

Then, tap Submit Comment .

9. In the panel on the left, choose Credit Memos. Any credit memos that are associated with this order appear in the list.

Completed Credit Memo