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Add Credit Memos to an Invoiced Order

Summary:

To explain how to add credit memos to invoiced orders by applying a full, partial, or partial payment refund.


Solution:

WARNING:

Most merchants will be using validated returns in Counterpoint at this time to process credit memos. In that case, credit memos should only be used to make the NRO order to match Counterpoint if for some reason it does not. IF you are processing payments in Counterpoint, credit memos processed in NRO will not affect the order financials.


 

Table of Contents

Credit Memos

 
 

Credit Memos

TIP: Only orders that have been invoiced in NRO and settled in Secure Pay can have a credit memo added to them. See Making Orders into Invoices for more information.
  1. Select Sales (horizontal top menu) / Invoices.
  2. Click the Invoiced Order you want to add a credit memo too. Invoiced orders will have a status of ''Complete."
  3. In the top right corner click the Credit Memo button.
  4. Once on the Credit Memo Detail page, you have 3 different types of credit memos you can process.
  • Full credit Memo
  • Partial Credit Memo
  • Partial Payment Credit Memo

Full Credit Memo

A full credit memo is a full return on all merchandise and shipping. For a full credit memo, your invoice should look like this on the credit memo screen.
 
 
 
Once you have looked over the credit memo for accuracy, click the Refund button.
 
WARNING: If you click the Refund Offline button, the credit memo will go through NRO, but it will not be posted to Secure Pay. This means your customer will not receive their refund. You will need to contact support to assist with refunding your customer the proper amount.

Partial Credit Memo

A partial credit memo is when a customer wants to return only some of the products they ordered for a refund. Your invoice on the credit memo screen will look something like this.
 
 
 
To leave the items on the invoice that DO NOT need to be refunded, change the Qty to Refund to zero, or reduce by the appropriate quantity. If the items need to be returned to stock in NRO, then put a check beside Return to Stock, and hit the Update Qty's button to recalculate the amount to be refunded. If you need to refund any of the shipping amount, you can change the amount in the Refund Shipping that does in fact need to be refunded.
 
Once you have check that the credit memo is correct, hit the Refund button.
 
 
WARNING: If you click the Refund Offline button, the credit memo will go through NRO, but it will not be posted to Secure Pay. This means your customer will not receive their refund. You will need to contact support to assist with refunding your customer the proper amount.
 

Partial Payment Credit Memo

Partial payment credit memos are when you need to refund a portion of what the customer paid on an order, but not a full item or shipping refund. For example: if a customer is supposed to get a 10% discount but checked out as a guest and did not receive it, you can refund the 10% total without refunding shipping or items. Your credit memo should look like the example below.
 
 
 
To do a custom credit memo amount, you will want to zero out all line items so they do not show up as refundable items. Put a zero in the Qty to Refund for all items and hit the Update Qty's button. Now put a zero in the Refund Shipping Box. Now put the amount you wish to refund to the customer in the Adjustment Refund box. Notice in the example above, we are refunding $7.81, which is 10 percent of the entire order.
 
Once you have checked the credit memo for accuracy, hit the Refund button.
 
WARNING: If you click the Refund Offline button, the credit memo will go through NRO, but it will not be posted to Secure Pay. This means your customer will not receive their refund. You will need to contact support to assist with refunding your customer the proper amount.
 
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