Importing Card Refunds: Item-Level Refunds

A refund of an ordered item may be issued if, for example, a customer wants to amend the order to decrease the quantity of a purchased item or because they want to return the item whose condition or performance is unsatisfactory.

During the import of item refunds, if the original sales order has the Open or On Hold status, the following actions occur:

  • On the Payments and Applications (AR302000) form, the system creates a payment of the Refund type in the refunded amount and applies it to the original payment.
  • In the original sales order, on the Details tab of the Sales Orders (SO301000) form, the system updates the order line or lines to decrease the item quantities. Discounts and taxes, if applied, are recalculated accordingly.
  • If the sales order is fully refunded or canceled and the processing status of the original payment is Authorized, then the original payment is voided.
  • If the sales order is fully refunded or canceled and the processing status of the original payment is Captured or Settled, then a new voided payment is created against the original payment.

The following diagram illustrates the processing of an item return for a card-based payment method that is issued before the sales order has been shipped.



If the original sales order has the Completed status, the following actions occur:

  • On the Sales Orders form, the system creates a return order of the type that was specified in the Return Order Type box on the Order Settings tab of the BigCommerce Stores (BC201000) form. In the External Reference box of the Summary area, the system inserts the identifier of the refund in the BigCommerce store.
  • In the return order, on the Details tab of the Sales Orders form, the system inserts a line with the applicable quantity of the returned item. In the Reason Code column, the system inserts the reason code that was specified on the Order Settings tab of the BigCommerce Stores form.
  • In the return order, on the Details tab of the Sales Orders form, the system inserts a line with the non-stock item that was specified in the Refund Amount Item box on the Order Settings tab of the BigCommerce Stores form. In the Unit Price and Ext. Price columns, the system inserts the refund amount. In the Reason Code column, the system inserts the reason code that was specified on the Order Settings tab of the BigCommerce Stores form.
  • On the Payments and Applications (AR302000) form, creates a payment of the Refund type in the refunded amount and links it to the return order.

The following diagram illustrates the processing of an item return for a non-card payment method that is issued after the sales order has been shipped.



If the original sales order has a status other than Open, On Hold, or Completed, the system displays an error message saying that the refund cannot be applied.