How to cancel and process refund

We rarely get enquiries from customers asking to cancel their order and get a refund. Possible reasons why they ask for cancellation and request for a refund either because of a duplicate order, customer received damaged parcel or item was delivered to a wrong address.

When you received request from customers cancelling their order and ask for a refund, you'll need to:

• • PART I

1. Get the order number from Re:amaze

2. Search the order number into Big Commerce. Make sure order status shows Unfulfilled.

3. Go to SecurePay https://login.securepay.com.au/v4/home.sp

4. Paste order number into Reference field

5. Set Date period within the range that the order has placed.

6. Hit Search

7. On the search result, click on the order number hyperlink 

8. Go to the bottom part of the page, click on Refund. This will take you to the billing information of the customer.

9. Hit Continue and process the refund

10. Once approved, copy the refund transaction details.

11. Go back to BigCommerce

12. Click the three dots on the right and select View Notes.

13. Add notes for the action taken and paste refund transaction details

14. Hit Save

15. Set status as Cancelled

16. Go back to RE:amaze and inform customer that we have already processed the cancellation and refunded the full amount back to their credit card.

17. Hit Reply and Archive

https://drive.google.com/file/d/1ls2W_Ry-QG5_YE-EjEnE0iO8nv5DNjNc/view?usp=sharing

• PART II

  • 1. Log in to Lightspeed

• 1. Look for REPORTS in the menu

  2. Click the TOTALS hyperlink

  3. Set the date range when the order was placed

  4. Enter the Order Number in the refernce# field

  5. Click on the ID hyperlink

  6. Select VOID SALE

  7. Enter relevant information e.g. Your initials, Date, the reason for cancellation

  8. Hit the Void Sale button

https://drive.google.com/drive/u/0/my-drive?zx=uzfrfyyjnjwb