How to Handle Refund Requests
Covers the procedural steps for managing customer refund requests according to your store refund policy.
Before You Begin
- Verify whether the order was paid via online gateway or Cash on Delivery.
Step-by-Step Instructions
Step 1: Review Refund Request Reason
Examine the customer request (e.g. damaged item, wrong size, or cancellation prior to dispatch).
Step 2: Check Policy Eligibility
Confirm that the request falls within your published return and refund timeframes.
Figure 97.1: Refund Orders Tab in Shopiators Admin
Step 3: Process Refund Transaction
Issue the refund through your payment channel or process manual payout for COD returns according to your standard operating procedures.
Step 4: Update Order Status & Notes
Record the refund transaction details and date in the order notes for clear accounting records.
What You Should See
- Clear documentation of approved refunds reflected in your store operational records.
Common Problems & Troubleshooting
Problem: Disputed Refund Amount
Solution: Review whether original shipping charges or restocking fees are refundable per your published policy.