(Debit/credit card, PayPal, Klarna - refund online, ClearPay - refund offline if only option).

1. Find the order in Magneto.
2. Click 'Invoices' down the left hand side in the order.
3. Tick the box selecting the order and click the 'view' button.
4. Click 'Credit Memo' top right.
5. Scroll down and you can amend the quantity/items you are refunding if necessary.
6. At the bottom of the page, we want to make sure that any tokens used on the order are also getting refunded so make sure 'Refund to Reward Points' is selected if they used them. This will ensure the amount of tokens used will go back to the customer. Also click 'email copy of credit memo.' This will send them a confirmation. (FOR THE TIME BEING PLEASE DO NOT FOLLOW THIS LAST INSTRUCTION TO SELECT ‘Email Copy of Credit Memo’ - the branding on the email is very outdated so needs sorting).

1. Then we can click 'Refund' , we do not click refund offline, this will not send the money back to the customer. If you do click this by accident we can go into Braintree & refund there.

This will then be refunded, any tokens used will go back to the customer straight away, the payment can take 3-5 working days depending on their bank.

Partial cash refund when customer paid with tokens and cash:

In order to refund a partial amount back to cash I will need to use the Adjustment fee or Adjustment refund option. Note: We cannot refund more cash than what was spent.

For example, this customer has an order that was £61, they paid £39.90 with tokens and £21.70 in cash and I want to refund £10 in cash to the customer.

I need to get that 'Grand Total' to £10. In this case I would use the Adjustment Fee option to reduce the amount by 11.70 in order to make it £10.

⚠️ If you are getting an error message pop up when trying to refund an order that was placed within the last few hours, this is because the payment needs to settle. Make a note of the order number and refund it later on once payment has settled ⚠️