Magento Commerce, 2.2.x

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 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 only the first credit memo.

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.”

Create Credit Memo

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.)

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.

Refund Totals
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.
  • Field Descriptions



    Order & Account Information

    Order Number

    The order number appears in the Order & Account Information, followed by a note that indicates if the confirmation email was sent.

    Order Date

    The date and time the order was placed.

    Order Status

    Indicates the order status as “Complete.”

    Purchased From

    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.

    Account Information

    Customer Name

    The name of the customerwho placed the order. The Customer Name is linked to the customer profile.


    The email address of the customer. The email address is linked to open a new email message.

    Customer Group

    The name of the customer group to which the customer is assigned.

    Address Information

    Billing Address

    The name of the customer who placed the order, followed by the billing address, telephone number and VAT, if applicable. The telephone number is linked to autodial on a mobile device.

    Shipping Address

    The name of the person to whose attention the order should be shipped, followed by the shipping address and telephone number. The telephone number is linked to autodial on a mobile device.

    Payment & Shipping Method

    Payment Information

    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.

    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.


    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.

    Tax Amount

    The amount of tax that applies to the returned item as a decimal value.

    Tax Percent

    The percentage of tax applied to the returned item as a percentage.

    Discount Amount

    Any discount that applies to the returned item.

    Row Total

    The line item total, including applicable taxes that are due for the returned product level, less discounts.

    order total

    Credit Memo Comments

    Comment Text

    A text box that is used to enter a comment to the customer about the credit memo.

    Refund Totals

    Refund Shipping

    The shipping amount to be refunded.

    Adjustment Refund

    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.

    Adjustment Fee

    An amount that is subtracted from the total amount refunded, such as a restocking fee, or an amount that is related to gift wrapping or gift options.

    Grand Total

    The total amount to be refunded

    Append Comments

    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.

    Refund to Store Credit

    Checkbox that determines if the total is to be refunded to store credit.

    Refund Buttons

    The payment method used for the order determines that refund buttons that are available for a credit memo.

    Refund Online

    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.

    Refund Offline

    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.