[intro]Here, you can learn how to process full and partial returns using the Orders Section on your EKM online shop. [/intro]

[summary]

• Refunding a whole order
• Part refunding an order

[/summary]

Refunding a whole order

1. Locate the order you would like to refund and click the Return Products button in the top right-hand corner:

2. Use the buttons to add the correct number of stock to be returned, or click the Return All button:

3. You’ll see a Return Reason drop-down menu appear. Select the correct reason:

4. Repeat this process if there are any other products within the order, and then click the Create Return Button in the bottom right-hand corner:

5. Now, you’ll be redirected to the order. Notice that in the lower part of the order, you have a ‘Mark As Returned link on the right-hand side. When the customer has returned the items to you, you need to click Mark as Returned:

6. To process your refund for your customer, click the Refund button in the top right-hand corner:

7. You’ll then be redirected to this page. Again, you will need to use the buttons to indicate the correct number of products to be returned:

8. Select the Reason For Refund using the drop-down menu, and in the Refund Summary element on the right-hand side, tick the boxes to notify your customer and refund the shipping costs if applicable. Finally, you need to complete the field in the Refund element with how much the customer will be refunded before clicking the Refund button in the bottom right-hand corner:

[tips]You can edit the Order Fully Refunded and Order Partially Refunded Email templates within the Order Status Update email templates on the Outgoing Emails page within Settings.[/tips]

9. You’ll then be redirected to the Order, where the Payment Status is now set as Refunded. If the customer has been sent the items and they have been returned to you, you can also click Mark As Returned:

10. Now, you need to refund the customer, which applies to the Payment Method initially used to complete the order. 

Part refunding an order

1. Locate the order you would like to partially refund and click the Return Products button in the top right-hand corner:

2. Use the buttons to add the correct number of stock to be returned. You’ll see a Return Reason drop-down menu appear for each retired product. Select the correct reason: 

3. Repeat this process on the other products within the order to be returned if applicable, and then click the Create Return Button in the bottom right-hand corner:

4. Notice that you now have a ‘Mark As Returned link on the right-hand side. When the customer has returned the items to you, you need to click Mark as Returned:

5. Now you need to click the Refund button in the top right-hand corner:

6. You’ll then be redirected to this page. Again, you must use the buttons to indicate the correct number of products returned. In the Refund Summary element on the right-hand side, tick the boxes to notify your customer and refund the shipping costs if applicable. Finally, you need to complete the field in the Refund element with how much the customer will be refunded:

7. Scroll down to select the Reason For Refund using the drop-down menu before clicking the Refund button in the bottom right-hand corner:

[tips]You can edit the Order Fully Refunded and Order Partially Refunded Email templates within the Order Status Update email templates on the Outgoing Emails page within Settings.[/tips]

8. You’ll then be redirected to the Order, where you’ll see the Payment Status is now set as Partially Refunded:

9. Now, you need to refund the customer, which applies to the Payment Method initially used to complete the order. 

[more]

• The Orders Section

[/more]

[contact]If you need our help with your EKM online shop, contact your Ecommerce Expert, Account Manager, or the Customer Support Team, who can point you in the right direction. Our opening hours are 9 am - 5.30 pm Monday to Friday, for telephone calls, live chats, and emails. Over the weekends, we're open from 9 am - 5.30 pm, both Saturday and Sunday, to answer emails and live chat, which you can access from the Dashboard of your EKM online shop. Outside these hours, you can leave a message for us in the live chat window or email support@ekm.com, and we will answer as soon as possible.

If you'd like to suggest a feature or an upgrade on any of the EKM platforms, please let us know on the EKM Suggestions Board. If you have a non-account-specific question to ask the EKM Team, join us in the EKM Community. [/contact]