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. Any credit memo with a status of “open” has an outstanding refund due.
If using Vertex Cloud, see the Vertex Settings configuration section for information about issuing refunds for sales orders that are invoiced when the status is either “Suspected Fraud” or “Canceled.”
To issue a credit memo:
|1.||On the Admin sidebar tap Sales. Then, 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 button bar at the top of the page, tap Credit Memo. (The button appears only after an order is invoiced.)|
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.
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:|
|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.|
Order & Account Information
The order number appears in the Order & Account Information, followed by a note that indicates if the confirmation email was sent.
The date and time the order was placed.
Indicates the order status as “Complete.”
Indicates the website, store, and store view where the order was placed.
Placed from IP
Indicates the IP address of the computer from which the order was placed.
The name of the
buyerwho placed the order. The Customer Name is linked to the customer profile.
The email address of the
buyer. The email address is linked to open a new email message.
The name of the customer group
or shared catalogto which the customer is assigned.
The name of the company that employs the buyer, and on whose behalf the order is placed. The company name is linked to the company profile.
The name of the
buyerwho placed the order, followed by the companybilling address, telephone number and VAT, if applicable. The telephone number is linked to autodial on a mobile device.
The name of the person to whose attention the order should be shipped, followed by the
companyshipping address and telephone number. The telephone number is linked to autodial on a mobile device.
Payment & Shipping Method
The method of payment to be used for the order, and purchase order number, if applicable, followed by the currency that was used to place the order.
If the order is charged to company credit, using Payment on Account, the amount charged to the account is indicated.
Shipping & Handling Information
The shipping method to be used, and any handling fee that is applicable.
Items to Refund
The product name, SKU, and options if applicable.
The purchase price of the item.
This value reflects any discount applied to the item from the shared catalog, if applicable.
The quantity ordered.
Return to Stock
Checkbox that indicates if the returned item is to be returned to stock.
Qty to Refund
Indicates the number of units returned of the product.
The subtotal is the purchase price multiplied by the quantity of product units returned.
The amount of tax that applies to the returned item as a decimal value.
The percentage of tax applied to the returned item as a percentage.
Any discount that applies to the returned item.
The line item total, including applicable taxes that are due for the returned product level, less discounts.
Credit Memo Comments
A text box that is used to enter a comment to the customer about the credit memo.
The total of all line items to be refunded.
The shipping amount to be refunded.
An amount that is added to the total amount refunded as an additional refund that does not apply to any particular part of the order, such as shipping, items, or tax. The amount entered cannot raise the total refund higher than the amount paid.
An amount that is subtracted from the total amount refunded, such as a restocking fee, or an amount that is related to
gift wrapping orgift options.
The total amount to be refunded
Checkbox that determines if comments are included in the credit memo.
Email Copy of Credit Memo
Checkbox that determines if a copy of the credit memo is emailed.
The payment method used for the order determines that refund buttons that are available for a credit memo.
If the original purchase was paid by credit card through a payment gateway, the refund amount is managed by the payment processor. To manage refunds, see the documentation provided by your payment provider.
If the original purchase was paid by check or money order, the refund is paid directly to the customer, by issuing a check, gift card, or cash if you have a brick and mortar storefront. The credit memo serves as a record of the offline transaction.
Refund to Company Credit
If the purchase was charged to company credit, the refund is returned to the company’s account.