Order Management integrations allow the user to complete both partial and full refunds from the Admin Panel.
If you use Authorize.net for payment processing, you may already be aware of their limitation on same-day refunds -- it is just not allowed.
Modern Retail has a workaround for this limitation which allows Order Management integrations to utilize a Refund Queue to create a "refund hold" on an order which will be released once the order is older than 24 hours. The Help Page below outlines how this is done.
Configuring the Refund Queue
During the Order Management onboarding process, your project manager will confirm which payment processor you are using.
If you are using Authorize.net, your project manager will instruct the Modern Retail team to enable the Refund Queue in the Admin Panel.
Utilizing the Refund Queue
If a customer places an order and asks for either a partial or full refund within 24 hours of placing it, the Modern Retail admin panel will store a refund hold in the Orders > Authorize.net Queue.
There are three (3) statuses for the Refund Queue:
- Pending -- A refund request has been made in the Admin Panel. Modern Retail has queued the request and will send it to the platform once the order is older than 24 hours.
- Success -- A refund request was successfully sent to the platform and triggered a refund in Authorize.net
- Failed -- A refund request was not successfully processed on the platform. If a refund fails, the integration will attempt a total of three (3) requests. If a request does not complete, an error will appear in the queue. In the event of a Failed return, you will need to confirm the failure with Authorize.net and manually complete the refund
The Action column also provides details on each refund. The details will also show which store associate refunded the order or line item.
A successful refund will show the timestamp for the refund.
A failed refund will show the three attempts, also timestamped.
Queued Refund Notification
When a refund is queued, store owners and administrators configured to receive order notifications will also receive a Queued Refund Notification.
This notification is sent:
- When a refund is queued
- When a refund is successfully processed
- When a refund has failed to process
This template can be configured under Settings > Templates > Queued Refund Notification (for admin)
If you have any questions about the Refund Queue, please contact your project manager or open a support ticket.