Refund Process - Check Basecamp for updates¶

• Make sure the order is within 30 days since purchase, unless it's a special case.

• There are two ways to refund an order. It’s easier to refund via Zendesk. However, if you don't find the correct order to refund in Zendesk, then head to the Shopify website for the action.

Refund in Zendesk¶

1). To refund via Zendesk, navigate to the right column in your Zendesk ticket and find the Shopify plugin.

2). There are six Shopify plugins for each region we sell. Identify the correct Shopify plugin for the region where the customer is located. For example, if it is a US customer, open the Shopify plugin for the US.

3). The Shopify plugin should search for the customer's order records based on the ticket requester's email.

4). If the email used to contact us is different from the email used to purchase the order, Shopify will not be able to find the order record. In such cases, you will need to process the refund via the Shopify system instead.

5). Once you have located the order in the Shopify plugin, click on "View order" to verify that it is the correct order that the customer is requesting a refund for, and also check whether the order is eligible for a refund.

6). If the order is eligible for a refund, click on "Refund order."

7). A refund process window will pop up. Select the correct item(s) for refund, deselect the "Restock" option, and input the reason for the refund as stated in the ticket.

8). Click "Review refund" and confirm the action.

9). Reply to the customer with the Zendesk macro "Already refund..." to inform them about the refund. [END]

Refund in Shopfiy¶

1). Head to Shopify's system website and log in using your company email.

2). Find the correct store that corresponds to the user's location. If it's a US customer, navigate to the US store.

3). Use the search bar to find the user's order by entering the order number or user email.

4). Click on the "Refund" option located at the top right corner of the order details page.

5). Select all the products that need to be refunded and deselect the "Restock item" option. (We should not restock any type of product during the refund process.) Fill in the refund reason accordingly.

If it's a SR - Personal Reason (Non-US) case, make sure NOT to refund the shipping fee.

6). Confirm the action and ensure the refund amount is correct. Note that the refund may take several business days to appear on the customer's account.

Some of the taxes won't be included in the refund, you'll need to manually issue the refund for them.

![[Pasted image 20240805123230.png]]

7). Inform the customer about the refund via Zendesk by using the macro "Already refund..." for reference. Make sure to provide all the relevant details and answer any additional questions they may have. (END)

Partial Refund in Shopify¶

1). Head to Shopify's system website and log in using your company email.

2). Find the correct store that corresponds to the user's location. If it's a US customer, navigate to the US store.

3). Use the search bar to find the user's order by entering the order number or user email.

4). Click on the "Refund" option located at the top right corner of the order details page.

5). Do NOT select the item in the order. Instead, directly enter the partial refund amount under the “Refund Amount” section.

6). Confirm the action. Note that the refund may take several business days to appear on the customer's account.

7). Inform the customer about the refund via Zendesk by using the macro "Already refund..." for reference. Make sure to provide all the relevant details and answer any additional questions they may have. (END)

Refund in BigCommerce¶

In some rare special cases, we'll need to refund orders from BigCommerce, which used to be our financial service platform.

After the discontinuation of BC, our previous payment systems such as Braintree and Stripe have also been deactivated. If you have any existing orders on BC that needs to be refunded, we require assistance from the finance team to process refunds.

Before proceeding, please verify the payment method and refund amount for your orders, and forward the following information to Joseph:

If it was a credit card payment, kindly request the following information from the customer:

• Account holder name:
• Account holder address:
• Bank name:
• Bank address:
• Routing Number:
• Account Number:
• Swift code:

If the payment was made through PayPal, please provide the order and Transaction ID.