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Avoid Exceptions From Unattributed Manual Refunds

Manual refund exceptions

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35 views2 pages

Avoid Exceptions From Unattributed Manual Refunds

Manual refund exceptions

Uploaded by

admin
Copyright
© © All Rights Reserved
We take content rights seriously. If you suspect this is your content, claim it here.
Available Formats
Download as PDF, TXT or read online on Scribd
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Avoid Exceptions from Unattributed Manual Refunds

Overview
When a manual refund is issued on an order in Shopify (before the return gets processed
in the Narvar Returns & Exchanges app) and the refund is not attributed to a specific line
item or shipping fee, Narvar’s refund automation may not be able to automate the
refund of a new return. This often results in an exception error on the specific return in
the Narvar app.

The reason for this is that when an unattributed refund is issued for an order, it's not
clear to Narvar whether the refund is at the order level or for a particular SKU. This has
very real implications for a refund. For example, if a 15% off coupon is added after an
order is placed, this means that for every $1 across the order - irrespective of the item -
only $0.85 should be refunded. However, if the customer gets $10 off an item due to a
defect, then when that item gets refunded, we should deduct $10 from the refund.
However, every other item in the order should get a full refund.

To account for this, we require customer service reps to use specific formats for the
“Reason for refund” description field on the Shopify returns page.

Prerequisites

• Do not start any "Reason for refund" description with Narvar: This is because we
use that format for refunds issued by Narvar.
• If the refund is for a specific item use #skunum where skunum is the SKU for the
item.
• If the refund should apply to multiple items (but not all remaining items on the
order), you should issue a separate refund for each item
• If the refund is an order level refund, please do not use #skunum anywhere in
your reason for refund.
• Item level refunds are assumed to be across all remaining quantities in the order.
• Shipping-related refunds should be issued using the Shopify Shipping field.

We will illustrate with an example as shown below. Assume these are the items in the
order:

Scenario 1: Reason for return is: “Customer called for 15% coupon they forgot to enter”
and the amount of the refund is $16.50.
In this case, every refund that is calculated henceforth will include a 15% reduction to
account for the refund that’s been given prior.

Scenario 2: Reason for return is: “Issuing a refund for $5 since the sweatshirt had a
misprint #colorbb” and the amount of the refund is $5

If the sweatshirt is returned through Narvar in the future, the customer will get back
only ($18 + tax ) - $5. However, if they return the shorts, they will get the full refund of
$25 + tax.

Scenario 3: Reason for return is: “Issuing a refund for $3 since the graphic tee was too
big #12340095” and the amount of the refund is $3

Similar to the above use case except that only ($22 + tax ) - $1 will be refunded. We
assume that the refund is against all 3 tees.

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