Skip to main content

Refund an order to Cash Wallet

Use Refund to wallet in an order's details to request a credit to the customer's Cash wallet when that destination is available. Use this procedure from Orders. The destinations and refund choices depend on the payment record, project settings, and account access.

Before you submit​

Confirm the order number, customer, and amount approved for a wallet credit. Review the payment and any previous refunds before starting. Use a test order when you are learning the procedure.

Confirm the refund configuration​

Review Cash wallet and refunds for the settings that control which payments can be refunded to a wallet. Project-wide settings live in Settings. The operation described here takes place in the order details.

Find the order​

Open Orders → Orders list, find the order, and select its row or card. In the Details tab, locate Refund to wallet by the order's payment information. If the action is absent or disabled, check account access, the payment record, and whether the order has already been refunded. Orders that consist of gift cards are excluded.

Submit the refund request​

  1. Select Refund to wallet, then choose Cash wallet under Refund types.
  2. Select Refund all, Refund only an amount, or Refund specific items if available. After a partial refund, the dialog can disable Refund all. Item refunds depend on the destination and role.
  3. Review the charged or order total and any amount already refunded. Enter the approved amount or select the items and quantities as needed. Add a comment if your process requires one.
  4. Select Continue to review the confirmation. Check the destination and amount or item count. The final Refund [amount] confirmation submits the request.

If the response is unclear, check the order and wallet records before trying again.

Refund dialog for a fictitious order with Cash wallet selected

Review the wallet record​

If your account can open customer records, go to Users → Customers, select the customer, and open Cash wallet. Check the matching entry in Transaction history and the displayed balance. See View and edit a customer.

Verify each outcome independently​

  • Check the refund entry on the order and the matching credit in the wallet history.
  • Use the provider's reconciliation record if a payment was reversed through a provider. Refund to wallet credits a wallet when that destination is selected.
  • Review order status separately. Use Cancel an order if you need the cancellation procedure.

Back to Cash wallet and refunds · View and manage an order