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How to... issue refunds

If you have an order that requires a refund first take at look at our Refund Policy.  

 

Always communicate with your customer and, where appropriate, see if a refund can be avoided - quite often it can be.

 

How to process a refund:

  • If a customer has changed their mind and wishes to cancel an order simply mark the order as Cancelled.
  • If a customer has changed their mind about part of an order contact us letting us know: order ID, item/ amount to be refunded, refund reason.
  • If you are not able to fulfil an order (and the customer isn't happy to wait) then simply mark the order as Declined.
  • If you have had an issue with a dispatched order that cannot be resolved and you have accepted a refund then contact us letting us know: order ID, item/ amount to be refunded, refund reason.

In all cases the order will be updated and the customer will therefore be automatically notified, when the refund has been issued.

 

Related articles

Returns & Refund Policy

Updating order statuses

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