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Refunding online orders in stores

Refunding orders from other OUs​

In order to offer your customers the utmost convenience, you can configure your organization to allow online orders to be returned in other Organization Units. This way your customers can visit local stores to return products from their order while also giving your store employees a chance to exchange or upsell other products.

In practice this means that when a customer requires a refund, the store employees can find the order and refund the products by scanning the receipt of the order and the barcodes of the concerning products respectively.

Prerequisites​

Organization Units​

Your organization units need to be setup, of course. For this scenario it should include one web shop OU and a (physical) shop. If you'd like more information on this, these OU's can be created this way.

Payment configuration​

Your payment environment needs to be configured properly. This differs for "internal" and "external" payments, so to speak. The internal payments are those done via our supported payment providers, while the external ones either run via custom payment methods or are added to EVA via PushSalesOrder.

Internal payments In case your payments were done via one of our supported payment providers, refunds will practically work right away. There are of course settings which are relevant for your refund situation, basically whether your OUs allow doing refunds for orders from other OUs or not.

In case your payment is done via our basic Adyen integration or our CheckoutAPI (recommended), all you have to do is ensure your Adyen configuration is up-to-date, which is likely already the case. If you'd like to check, see chapters our Payments using Adyen for a more detailed description.

External payments If your payments were pushed into EVA, or via a custom payment method, EVA might not have all the necessary information regarding the original payment, so you'll have to supply that. You can find more about this explained at PushSalesOrder in the payment methods configuration docs.

Ecom returns in-store in practice​

When an online order is returned in a store, the store employee will first off have to find the original order. This can be done by either scanning a receipt of the order, or by manually searching the order in the POS. The specific order lines in the order represent the specific transactions corresponding to the products. Selecting these manually or scanning the products will allow you to refund the customer.

Refund methods​

The refund payment can be done in various ways, depending on which payment methods are configured in your organization. These are the theoretically possible refund methods:

  • Cash
  • Card Payment on card via terminal.
  • User card Loyalty card.
  • Giftcard Similar to User card, but instead of a refund an actual giftcard is sold - via an external party such as EPay
  • Custom Create whatever kind of refund you like.
  • Manual This direct refund to a banking account is only possible if a valid debtor number was added to the customer, so specifically B2B. This type of refund may result in an e-mail to the finance department, to manually transfer/refund the order.
  • Online refund The Online refund option automatically refunds the customer based on the originally used payment method, e.g. a payment via iDeal will be refunded by iDeal to the bank account used by the customer.
  • Auto refund This will refund a customer automatically on all the payment methods used. Using this when a customer (also) used cash, will leave the refund incomplete. Can be specifically disabled with RequiresInteractionForRefunds in your custom payment type's Options.

Note: The 'Online refund' option works specifically for all payment methods related to Adyen, such as Adyen_IDEAL.

Mixing of cash and digital payments

Cash payments always need to be refunded in cash again.