Issuing a Credit Memo

Before a credit memo 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, click Sales.

  2. Choose Orders.

  3. Find the completed order in the grid. Then in the Action column, click the View link to open the order.

  4. In the button bar at the top of the page, click 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

  5. Update the Items to Refund information:

    If an online payment method was used, you cannot edit these fields.

    • If the product is to be returned to inventory, mark the Return to Stock checkbox. With Magento Inventory Management enabled, the inventory quantity returns to the source that sent the shipment.

      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.

    • Enter the quantity to refund:

      • 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.

      • Enter 0 for the Qty to Refund of any items that are not to be refunded.

      • Click Update Qty’s to recalculate the total.

        The amount to be credited cannot exceed the maximum amount that is available for refund.)

    • Update the Refunds Totals section as applicable:

      • 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.

      • 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.

      • 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.

      • If the purchase was paid with store credit, mark the Refund to Store Credit checkbox to credit the amount to the customer account balance.

      • To add a comment, enter the text in the Credit Memo Comments box.

      • To send an email notification to the customer, mark the Email Copy of Credit Memo checkbox.

      • 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

  6. 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
    • Refund to Company Credit
  7. 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.
  8. Click Submit Comment.

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

Field Descriptions

FieldDescription
Order & Account Information
Order NumberThe order number appears in the Order & Account Information, followed by a note that indicates if the confirmation email was sent.
Order DateThe date and time the order was placed.
Order StatusIndicates the order status as “Complete.”
Purchased FromIndicates the website, store, and store view where the order was placed.
Placed from IPIndicates the IP address of the computer from which the order was placed.

Account Information

Customer NameThe name of the customerbuyer who placed the order. The Customer Name is linked to the customer profile.
EmailThe email address of the customerbuyer. The email address is linked to open a new email message.
Customer GroupThe name of the customer group or shared catalog to which the customer is assigned.
Company NameThe 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.
Address Information
Billing AddressThe name of the customer buyer who placed the order, followed by the company billing address, telephone number and VAT, if applicable. The telephone number is linked to autodial on a mobile device.
Shipping AddressThe name of the person to whose attention the order should be shipped, followed by the company 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.

If the order is charged to company credit, using Payment on Account, the amount charged to the account is indicated.

Shipping & Handling InformationThe shipping method to be used, and any handling fee that is applicable.
Items to Refund
ProductThe product name, SKU, and options if applicable.
PriceThe purchase price of the item. This value reflects any discount applied to the item from the shared catalog, if applicable.
QtyThe quantity ordered.
Return to StockCheckbox that indicates if the returned item is to be returned to stock.
Qty to RefundIndicates the number of units returned of the product.
SubtotalThe subtotal is the purchase price multiplied by the quantity of product units returned.
Tax AmountThe amount of tax that applies to the returned item as a decimal value.
Tax PercentThe percentage of tax applied to the returned item as a percentage.
Discount AmountAny discount that applies to the returned item.
Row TotalThe line item total, including applicable taxes that are due for the returned product level, less discounts.
order total

Credit Memo Comments

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

Refund Totals

SubtotalThe total of all line items to be refunded.
Refund ShippingThe shipping amount to be refunded.
Adjustment RefundAn 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 FeeAn 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 TotalThe total amount to be refunded
Append CommentsCheckbox that determines if comments are included in the credit memo.
Email Copy of Credit MemoCheckbox that determines if a copy of the credit memo is emailed.
Refund Buttons
The payment method used for the order determines that refund buttons that are available for a credit memo.
Refund OnlineIf 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 OfflineIf 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 CreditIf the purchase was charged to company credit, the refund is returned to the company’s account.