How to refund order line(s)
An order line is a single line in the order list.
Follow these steps to refund all, or a selection of order lines from an order:
Open Kustom Portal and sign in.
Navigate to Orders from the menu on the left.
Find the order by using order reference, order number, customer name, or email address.
Click on the order to open the detailed order view, select the order line(s) you wish to refund.
Click Refund and confirm the action.
You have now refunded the selected order line(s).
How to refund an amount
Follow these steps to refund a specific amount on an order:
Open Kustom Portal and sign in.
Navigate to Orders from the menu on the left.
Find the order by using order reference, order number, customer name, or email address.
Click on the order to open the detailed order view and click Refund.
Click on Refund amount in the pop-up page.
Add the relevant fields for the refund. The fields you can edit are:
Amount
Tax rate
Tax amount
Name of refund
Click on Confirm to proceed.
You have now refunded an amount on the order.
How to add a return fee
If your terms and conditions allow you to charge customers a return fee, you can add this in the Kustom portal before refunding the order.
Follow these steps to add a return fee:
Open Kustom Portal and sign in.
Navigate to Orders in the menu.
Find the order by using order reference, order number, customer name, or email address.
Click on the order to open the detailed order view.
Select the order line(s) you want to refund.
Click on Refund.
Select Add refund fee.
Add the relevant fields for the return fee. The fields you can edit are:
Amount
Tax rate
Tax amount
Name of return fee
Click on Confirm to proceed.
You have now refunded the selected order line(s) and added a return fee.
What happens when I refund an order?
If a customer has paid for the order a refund initiates the repayment process to the customer.
If a customer has not yet paid for their order a refund reduces the amount the customer should pay.
The refunded amount will be deducted from your next payout and will be visible on your next settlement report.