Managing refunds efficiently is crucial for maintaining customer satisfaction and trust. This guide will walk you through the refund process in Agend’s e-commerce platform within your association management system.
Understanding Agend Refunds #
Agend provides flexible refund options that allow you to process full or partial refunds directly from your admin dashboard. Refunds can be processed for various reasons, including member dissatisfaction, event cancellations, or billing errors.
Step-by-Step Refund Process #
Accessing Order Information #
Navigate to your Agend dashboard and go to E-Commerce> Orders. Locate the order you need to refund by using the search function or browsing through the order list. Click on the order number to open the detailed order view.
Processing a Full Refund #
Once you’re viewing the specific order, scroll down to the Order Actions section. Click the Refund button, which will expand the refund interface. Enter the refund amount (which will default to the full order total) and add a reason for the refund in the notes field. This note will be visible to both you and the customer.
Select whether you want to restock the items if applicable, then click Refund via [Payment Method] to process the refund through the original payment gateway.
Processing a Partial Refund #
For partial refunds, follow the same initial steps but adjust the refund amount to reflect only the portion you wish to refund. You can refund specific line items by clicking the refund icon next to individual products and entering the quantity to refund.
Critical Note for Partial Refunds and Manual Discounts #
Important: When processing partial refunds or applying manual discounts through the backend admin order page, you must add the discount amount and the associated GST separately. This ensures accurate information flow to Xero if integrated with your system. Even without Xero integration, it remains good practice to separate the discount amount and GST before processing any refund or discount order.
When applying discounts:
- Enter the base discount amount first
- Calculate and enter the GST component separately
- Ensure both amounts are clearly documented before processing
This separation is essential for maintaining accurate financial records and ensuring proper tax reporting.
Payment Gateway Considerations #
The refund process varies depending on your payment gateway. Most gateways like Stripe support automatic refunds directly through Agend. However, if orders were paid using an offline payment method, this requires manual processing via your bank account.
Managing Refund Communications #
Agend automatically sends email notifications to customers when refunds are processed. You can customise these email templates under Settings > Emails to ensure they align with your association’s branding and communication style.
