How to record a buyer's refund, and take their access back when needed
A fitness coach sold a printed workbook and the parcel came back, a photographer sold a print that arrived broken, a calligrapher has a buyer who paid twice: you open the order in your ledger and record what you gave back, from which items, by which method and why, you revoke access if you wish after seeing its effect, and you put the parcel back in stock. The key point: this section records what you did, it moves no money; the refund itself happens outside the platform, by the method you choose.
- About 6 minutes
- 6 steps
Who can do it: The buttons need the “Approve payments” permission, which the owner and manager have. Without it you see the figures and the history, with no buttons.
In 6 steps
- 1Open “Payments log” then “Transactions” and click a paid order, or click it in “Incoming” › “Done”: the “Refunds” section is in its window.
- 2Read “Paid”, “Given back” and “Refundable”, and the “Given back” history with method, reason and author.
- 3Tap “Refund” and fill “Amount given back”, “Method”, “Reason”, “From which items?” and an internal note.
- 4Choose “Also revoke access” after reading its effect on each item, and “Put the parcel back in stock” if the parcel came back.
Before you start
- A paid order whose money really arrived: only money that arrived can go back.
- The “Approve payments” permission in your role.
- To have decided how you really give the money back (CCP, BaridiMob, cash…): the platform doesn't carry out the refund for you.
- If a parcel came back, its shipment recorded as returned or cancelled, so the stock option shows.
- Step 1 of 6
Where refunds appear
You record on the paid order what you gave back to the buyer: your ledger stays true and the order’s state doesn’t move.
- When does it show?At the bottom of a paid order’s window. Never for an unpaid order, an activation-code order or one with no amount.
- What is computedThe order stays “Paid”; the money given back is a line of its own, taken off “Collected”.
- Does it send money?No. You transfer the amount to the buyer your own way, then record it here.
TipIn the table, “Partly refunded” or “Refunded” shows beside the order's state, so you spot them without opening the order.
All the details
Open “Payments log” — from “Incoming” › “⋯” › “Payments log and export”, or the ⌘K search — then “Transactions” and click the paid order, or click it straight in “Incoming” › “Done”: the same window opens, and at the bottom the “Refunds” section. It doesn't appear for an unpaid order, an activation-code order, or one with no amount. If the order isn't collected yet it says: “Only money that arrived can go back: this order is not collected yet.” Under the figures, a fixed sentence: “The order's state does not change: money given back is a line of its own, taken off “collected”.” So the order stays “Paid”, and the refund comes off “Collected” on the figures card at the top of the desk, with “3,000 DZD given back” under it.
On screenPayments log and exportTransactionsDoneRefundsCollected3,000 DZD given backHeads-upThis section sends no money: you transfer the amount to the buyer your own way, then record it here so your ledger stays true.
- Step 2 of 6
The figures and the history
At a glance: what the buyer paid, what went back and what is left, each refund with its method, reason and who recorded it.
- The three boxes“Paid” what the buyer paid, “Given back” what is already recorded, “Refundable” what is left.
- In the historyEach refund’s method, reason, amount and date, “by …” who recorded it, and its note.
- In several goes?Yes. Each refund is a line of its own in “Given back” until “Refundable” reaches zero.
TipYou can give the amount back in several goes: each refund is a line of its own in “Given back” until “Refundable” reaches zero.
All the details
At the top, three boxes: “Paid” what the buyer paid, “Given back” what was already recorded (red if above zero) and “Refundable” what is left. Below, if a refund was made, the “Given back” list: each line has its method and reason, like “CCP · Buyer asked”, its amount, its date, “by …” (who recorded it), “Stock returned” if a parcel came back, and its note. For a buyer outside Algeria the refund is counted in their currency: “Amount given back (EUR)”. If access was already revoked, one line per item appears under the history, like “Access revoked”.
On screenPaidGiven backRefundableby …Stock returnedPartly refundedRefunded - Step 3 of 6
The “Refund” form
You enter the amount, method and reason; the form starts with the whole amount and the method the money came in by.
- How much?Up to what is left, or the “All” button. With several items you choose “From which items?”.
- Which method?CCP, BaridiMob, cash, bank transfer, card or PayPal. Cash on delivery starts with “Cash”.
- Who sees the note?“Internal note”, up to 500 characters; the buyer never sees it.
All the details
Tap “Refund” (shown while there is something left to give back). In “Amount given back”, an amount “Up to 4,500 DZD” or the “All” button; in “Method”: “CCP”, “BaridiMob”, “Cash”, “Bank transfer”, “Card”, “PayPal” and “Other”, which starts with the one the money came in by (cash on delivery starts with “Cash”). “Reason”: “Buyer asked”, “Nothing arrived”, “Parcel returned”, “Paid twice”, “Not as described” and “Other reason”. If the order has more than one item: “From which items?” (“The amount is split over the chosen items, by what is left on each.”). And “Internal note” of up to 500 characters, “The buyer never sees it”. The form starts with the whole amount, and with the reason “Parcel returned” if the parcel came back.
On screenRefundAmount given backAllMethodReasonBuyer askedNothing arrivedParcel returnedPaid twiceNot as describedFrom which items?Internal noteHeads-upThe check says: “Enter a whole amount.”, “That is more than can go back.”, “Choose at least one item.” or “The chosen items cannot hold that amount.”, and if everything is back: “Everything was already given back.”
- Step 4 of 6
Revoking access with a preview, and putting the parcel back in stock
You decide whether the buyer also loses access, and see the effect on each item before you choose.
- When is it revoked?Only when you tick “Also revoke access”. Without the tick, nothing is revoked.
- What happensUnder each item, its effect: “Their access closes now”, or it stays open when another paid order covers it.
- And a returned parcel?“Put the parcel back in stock” is ticked from the start, and its stock returns only once.
TipThe stock option only shows for a paid order whose shipment is recorded as returned or cancelled and still holds stock; otherwise: “Stock returns only once the parcel is back.”
All the details
If the order has an item whose access can be revoked, “Also revoke access” appears (“Optional, after a preview: access may stay open when another paid order covers it.”). Nothing is revoked unless you tick it. Under each item, the effect of what would happen: “Their access closes now”, or “Stays open: another paid order covers it · …”, or “Stays open: granted another way · activation code”, or “2 unused session(s) removed, booked ones stay”, or “The download stops”, or “Not opened yet: the item is cancelled”. If the order is a returned parcel, “Put the parcel back in stock” appears (“The parcel came back: its stock returns once.”), ticked from the start.
On screenAlso revoke accessClose their access to what they boughtTheir access closes nowStays open: another paid order covers itThe download stopsPut the parcel back in stockThe parcel came back: its stock returns once. - Step 5 of 6
Review before recording, then record
You see a summary before you confirm; then the section updates and the buyer reads the refund in “My orders”.
- What you reviewThe amount and its method, the items losing access with each effect, and the stock return if ticked.
- What the buyer seesIn “My orders”: “4,500 DZD given back to you”. The /o/ order page doesn’t mention it.
- Does the money go back?No. Recording gives no money back and doesn’t change the order’s state.
TipWrite the transfer number or the reason for your decision in “Internal note”: your team reads it in the ledger, the buyer never does.
All the details
Tap “Review before recording”: a summary of what will be recorded appears, like “4,500 DZD given back (CCP) will be recorded.”, then “Access to 2 items is revoked.” with each one's effect, then “The parcel goes back in stock.” if you ticked it. Tap “Record 4,500 DZD given back”: the screen says “Refund recorded.” and the section updates: “Given back” rises, “Refundable” drops and a line is added to “Given back”; or “Edit” to go back to the form. On failure, a message like “That is more than what is left.” and nothing is recorded. The signed-in buyer sees its trace in “My orders”: “4,500 DZD given back to you”.
On screenReview before recordingRecord 4,500 DZD given backEditRefund recorded.4,500 DZD given back to youHeads-upRecording a refund doesn't give the money back and doesn't change the order's state. And the /o/ order page doesn't mention the amount given back: the confirmed place where the buyer sees it is “My orders”.
- Step 6 of 6
“Revoke access without a refund”
For a payment dispute or abuse: you close what the buyer bought without recording any money.
- When to use it?For a payment dispute or abuse, when no money goes back.
- What you see firstYou pick the items, with each one’s effect under it, as in the preview.
- Before you tapRevoking access closes to the buyer what they bought: check the items.
All the details
For a payment dispute or abuse, with no money going back: tap “Revoke access without a refund” (shown if there is something to revoke). The window says: “For a payment dispute or abuse. No money is recorded.” Pick the items, with their effect under each as in the preview, then “Revoke access to one item” (or “to 2 items”). The screen says “Access revoked.” and one line per item appears in the section, like “Access revoked” or “Kept open by another order”. If nothing is left to revoke: “Nothing to revoke on this order.”
On screenRevoke access without a refundRevoke access to one itemAccess revoked.Nothing to revoke on this order.Heads-upRevoking access closes to the buyer what they bought: check the items before you tap.
After recording the refund
- Really give the money backFrom your account, by the method you recorded: the platform doesn't do it for you.
- Talk to the buyerTell them the money is on its way, by WhatsApp or from the follow-up desk.
- Check your figures“Collected” on the desk takes off what was given back, and says “… given back”.
- See what the buyer seesTheir order page, “My orders” and their access.
Questions
Does this section give the money back to the buyer?
No. It only records what you gave back. You transfer the amount yourself (CCP, BaridiMob, cash…) and then record it.
Does the order's state change after the refund?
No. “The order's state does not change”: it stays “Paid”, and money given back is a line of its own, taken off “collected”.
Can I give back only part of it?
Yes, and give the rest later: each refund is a line of “Given back” until “Refundable” reaches zero.
Who can record a refund?
Whoever has the “Approve payments” permission. Others see the figures with no buttons.
Why doesn't the section show on my order?
Because it isn't paid, it is an activation-code order, or it has no amount. If it isn't collected: “Only money that arrived can go back.”
Does the buyer see the amount given back?
In “My orders” they read “… given back to you”. Their /o/ order page doesn't mention it. And your internal note, never.
When should I tick “Also revoke access”?
When it shouldn't stay open for someone who took their money back. Look at the preview first: it may stay open because another paid order covers it.
What is the difference between a refund and “Revoke access without a refund”?
The first records money given back and can revoke access with it; the second revokes access alone and records no amount.