Importing Non-Card Refunds: Item-Level Refunds

A refund of an ordered item may be issued if, for example, a customer wants to amend a not-yet-shipped 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 on the Sales Orders (SO301000) form, the system does the following:

On the Payments and Applications (AR302000) form, 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 form, updates the order line or lines to decrease the item quantities. If discounts and taxes have been applied, they are recalculated accordingly.

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

If the original sales order has the Completed status on the Sales Orders form, 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 that is used 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.
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 non-card payment methods when this return is issued after the sales order has been shipped.

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