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Orders: Returns & Refunds

When it comes to reversing credit card charges there are several options for how this is done in vinSuite. The method that you use is reliant on two things. First, whether or not the credit card charge has settled then if there are products to be returned back to inventory. The option to Void or Return/Refund will be managed in the order record depending on the status of the credit card charge. Below you will find definitions for a return, refund and a void. Note that only orders that were completed in vinSuite and the payment type is credit card.

Article: Void Order


Create a Return (Full or Partial)

  1. Open the Order Record using either of these 2 methods:

    From the Orders section: In vinSuite, expand the Orders section in the left hand menu then choose ‘Order Management’ from the list of options. The ‘Orders’ tab will open in the workspace, use the search fields provided to find and open the completed order.




    From the Member Record:
    In VinSuite, expand the Members section in the left hand menu then choose ‘Members’ from the list of options. The ‘Members’ tab will open in the workspace, use the search fields provided to find and open the member record. Go to the ‘Order History’ tab on the left then choose the order in question from the list.




  2. In the open Order Record, click the “Create Refund’.
    *This will open the refund window in the old eWinery styles. The process of creating a refund is the same as eWinery from here forward.


  3. Select Full Return form the 'Return or Refund Type' drop down.


  4. Select the Return reason code from the 'Reason for Return' drop down.

    *For instructions and information on how to create 'Return and Refund Reason codes' please visit Add/Edit Reason Codes.

  5. Once the Return Type and Reason have been selected the order detail will appear. The following line items will appear with corresponding amounts for the order:

    Products
    • Product Name
    • Unit
    • Price
    • Current Quantity - Will default to maximum quantity for that product in the order
    • Refund Quantity - Will match 'Current Quantity'
    • Return to Inventory - Will match 'Refund Quantity'
    • Current Amount
    • Amount to Refund - Will be the same as Current Amount
    • Remaining Amount - Will be $0.00 when processing a full return

    Shipping

    • Current Shipping
    • Amount to Refund - Will be the same as current shipping
    • Remaining Shipping - Will be $0.00 when processing a full return

    Current Handling

    • Current Handling
    • Amount to Refund - Will be the same as current handling
    • Remaining Handling - Will be $0.00 when processing a full return

    Bottle Deposit

    • Current Bottle Deposit
    • Amount to Refund - Will be the same as current bottle deposit
    • Remaining Bottle Deposit - Will be $0.00 when processing a full return

    Sales Tax

    • Current Tax
    • Amount to Refund - Will be the same as Current Tax
    • Reaming Tax - Will be $0.00 for a full return

    Total

    • Current Total - Full Order Total from completed order
    • Amount to Refund - Will match Current Total and the amount of the complete order
    • Remaining Total - Will be $0.00 for full return


    NOTE: None of the fields on the above line items will be editable when processing a full return. The system will automatically enter the correct amounts to issue a full credit. Should you need to adjust the values you may want to issue a Partial Return or Partial Refund.

  6. Verify that all the order information is correct and that the 'Amount to Refund' is the correct amount. When you are satisfied with the full return amount click the 'Process Refund' button at the bottom of the screen.


  7. When the full return has processed, the order will complete with the original order number followed by a R-1, 2, 3 (depending on the number of previous refunds against the order).


  8. The [order number]-R1 will have a Refund Summary. This will provide the following information to be viewable at anytime:


  9. Returns and Refunds can be searched in the Order section by Order Number or by Order Type of "Refund".

 

 


Create a Refund

Refunds can be made once the credit card charge has settled through the payment gateway. Refunds reverse the charge on the credit card only, no items will be returned to inventory. Like returns, refunds can be performed as a full (entire order) or partial (specific line items only).

  1. Open the Order Record using either of these 2 methods:

    From the Orders section: In vinSuite, expand the Orders section in the left hand menu then choose ‘Order Management’ from the list of options. The ‘Orders’ tab will open in the workspace, use the search fields provided to find and open the completed order.




    From the Member Record:
    In VinSuite, expand the Members section in the left hand menu then choose ‘Members’ from the list of options. The ‘Members’ tab will open in the workspace, use the search fields provided to find and open the member record. Go to the ‘Order History’ tab on the left then choose the order in question from the list.




  2. In the open Order Record, click the “Create Refund’.
    *This will open the refund window in the old eWinery styles. The process of creating a refund is the same as eWinery from here forward.


  3. Select Full Return form the 'Return or Refund Type' drop down.


  4. Select the Refund reason code from the 'Reason for Refund' drop down.


    For instructions and information on how to create 'Return and Refund Reason codes' please visit Add/Edit Reason Codes.

  5. Once the Refund Type and Reason have been selected the order detail will appear.


    The following line items will appear with corresponding amounts for the order:

    Products
    • Product Name
    • Unit
    • Price
    • Current Quantity - Will default to maximum quantity for that product in the order
    • Refund Quantity - Will match 'Current Quantity'
    • Return to Inventory - Will match 'Refund Quantity'
    • Current Amount
    • Amount to Refund - Will be the same as Current Amount
    • Remaining Amount - Will be $0.00 when processing a full return

    Shipping

    • Current Shipping
    • Amount to Refund - Will be the same as current shipping
    • Remaining Shipping - Will be $0.00 when processing a full return

    Current Handling

    • Current Handling
    • Amount to Refund - Will be the same as current handling
    • Remaining Handling - Will be $0.00 when processing a full return

    Bottle Deposit

    • Current Bottle Deposit
    • Amount to Refund - Will be the same as current bottle deposit
    • Remaining Bottle Deposit - Will be $0.00 when processing a full return

    Sales Tax

    • Current Tax
    • Amount to Refund - Will be the same as Current Tax
    • Reaming Tax - Will be $0.00 for a full return

    Total

    • Current Total - Full Order Total from completed order
    • Amount to Refund - Will match Current Total and the amount of the complete order
    • Remaining Total - Will be $0.00 for full return


    NOTE: None of the fields on the above line items will be editable when processing a full return. The system will automatically enter the correct amounts to issue a full credit. Should you need to adjust the values you may want to issue a Partial Return or Partial Refund.

  6. Along with all fields not being editable the 'Return to Inventory' will remain at zero (0) as no items are returned to inventory when issuing a refund.


  7. Verify that all the order information is correct and that the 'Amount to Refund' is the correct amount. When you are satisfied with the full refund amount click the 'Process Refund' button at the bottom of the screen.


  8. When the full refund has processed, the order will complete with the original order number followed by a R-1, 2, 3 (depending on the number of previous refunds against the order).


  9. The [order number]-R1 will have a Refund Summary.


  10. Returns and Refunds can be searched in the Order section by Order Number or by Order Type of "Refund". See Searching Orders for additional information.

 

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