Refund an Order

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Follow the instructions below to process a return on an existing order.

Instructions
You can refund a items in an order, or an entire order. Also use refunds to cancel already shipped orders (items have a status of SH). 

Note: Mailware includes an RMA system you can use instead of individually processing returns. It is recommended you use one or the other, not both. Returns are stored at the order level (in the Items.dat table). RMA refunds are stored in the RMA system (in the Return.dat table). For more information about RMA's visit the RMA help topic.

  1. First, locate the order to be refunded. You can do this on the Tables tab on the Company Database. Click Find under the Orders icon.  Or, click here to open the Order Search screen.

  1. Enter as many fields as you need to locate the order then click the Search button or press Enter. 
     

  2. If your search located the order: 
    Matches will appear in the lower half of the screen. Highlight the record you wish to open and either double click it, press Enter or click the OK button.

    If your search did not locate the order:
    Click the Cancel button and search for the Customer's account.  Click here to open the Customer Search screen. On the customer screen click the Orders tab. Find the order to be refunded and double click it.
     

Refund Items or entire order
You can Refund the entire order, or selected items within the order. For individual items go to step 4. For an entire order skip to step 5.

  1. To refund selected items:
    In the Product Grid click the item to be refunded.
     

     
    The item must have a status of SH (Shipped). To refund it click the Items button and select Return Item...
     


    Enter a quantity to return. A new line item will be added with a status of RT (Returned) and a negative price.


     
    Repeat this step for each item to be refunded.
     

  2. To refund an entire order:
    Click the Orders button and select Return All Items.
     

     
    All items with a status of SH will be returned. A separate line item with a status of RT (Returned) and a negative price will be created.
     

  3. If you refund shipping charges you can add a Non-Inventory item to the order and enter a negative amount equal to the shipping charge to be refunded. To do so, add the product normally (click in the Product field and click the button to search for your Shipping Refund product). Click Ok and tab to the Price field. Enter a negative number for the amount of charges to be refunded.
     
    If you do not have a Non-Inventory item set up you can create one now. Click here to create a Non-Inventory item.
     
    In the Product screen enter a Product ID of Shipping Refund. Then click the Stock Levels tab and check the Non-Inventory item checkbox. Save the product, then follow the instructions in this step to enter the refund.
     
    Note: You can create a Non-Inventory item for Sales Tax Refunds, Customer Courtesy refunds etc.

 

Credit a Payment
After returning items you can enter a credit to the customers account.

  1. Click on the Payment tab to enter credit information, or tab until the cursor is on the Item Detail tab then press the right arrow twice to select the Payment tab. 

    1. Tab to or click on the Method field then use the down arrow or click the pull down to select a payment refund method. Available methods are described below.

  • Credit - Use this method for Credit Card refunds.
     

  • Check - You can enter additional check information by clicking the button and selecting Enter Check Info. The following dialog will appear.
     

     

  • Cash - This is most often selected when Mailware is being used as a Point of Sale (POS) system.
     

  1. Accept today's Date or enter a date for the refund. 
     

  2. Next select an Action of Credit. 
     
    Note: If selecting an Action of Credit and a Pay Method of Credit Card you will need to process the credit manually through your credit card software or terminal. Sales can be processed directly from within Mailware if you are using a supported third-party credit card software package and have set it up in Preferences under the Credit Card tab. Click here to change Preferences.
     

  3. Accept the default Amount or enter a negative amount for this refund.
      

  4. Enter the appropriate Number (credit card number, check number). 
     
    For credit card purchases you can enter an expiration date in the format mmyy (the / will be added for you) and a Card Verification Value (CVV2) - the 3 or 4 digit number on the back of most cards, and the front of American Express.
     

  5. After processing a refund through your credit card software, or by check or cash enter an Approval Code.
     

  6. Click the button and choose Save Payment to see the results of the credit.
     

  1. You're done! Click the button to close the order screen. 

 

See Also:
Refund an Order
 Take an Order