Full and Partial Refunds

No one ever likes to give refunds, but they are a necessary evil in business. Whether you are trying to please a dissatisfied customer or trying to further delight a happy customer. There are going to be times when you will need to process a refund. 

Here are the steps you need to take to process the refund. 

Please note that when you process a refund, the customer will lose access to the content given by the product.  If you want them to keep access for any reason you should either Issue a Credit instead OR manually give them access after you process the refund. 

Refunding a Purchase

1. Select the Products from your Simplero Dashboard
2. Select the Purchases tab:
   
   
3. Search and select the customer's name
4. You will be directed to the customer's purchase screen
5. In the Purchase summary, select the Refund... button
   
   
   
6. The Refund purchase screen will open. Verify the amount you want to refund. 
   • Refund the full amount: 
     
   • Refund only the last charge (if there's multiple charges to the purchase):
     
     
   • Or add in whatever amount you'd prefer to refund on the refund amount:
     
     You'll notice that as you adjust the refund amount, the 'keep' amount also adjusts to reflect how much of the purchase you're keeping. 
7. Fill in the Description then decide which transaction you want to refund to:
   
   
   • The default will be to the oldest transaction. 
   • You can select newest to oldest if you want to be able to reflect the refund to the most recent charge.
   • If your contact has multiple different payment methods on their purchase, they will list as options to refund to. This is great if they need the refund to go back to a specific card. 
     
8. Once you click 'Issue Refund', this will return the amount of money you selected, mark the purchase as refunded and turn off any access to content that the purchase may of granted. 

What if I don't do my refund through Simplero?

We do not advise doing the refund outside of Simplero if the transaction originated in Simplero.  However, if that happens for some reason, you can log the refund without double refunding them. 

To do this hit the Refund... button like normal, enter your amount, only this time instead of selecting the card to return the money to you are going to select the option "Don't touch the money"

Once you've selected 'Don't touch the money', you'll see a yellow box saying that we've been paid more than we have charges for. In this case, you will want to click 'Register a payment':

You'll put in a negative amount to show that you paid them and then select the payment processor method you want to have the refund shown under: 

Make sure to add a comment to the payment to ensure you know how you registered it or just to add additional details about the refund or charge. 

Partial Refunds and Credit Notes 

From time to time you may need to process a partial refund. Generally, this is because your refund policy limits the amount that can be returned depending on how long they've been in the program. You can follow the directions above to do a partial refund and turn off access. Otherwise, you can issue a credit note. 

1. Select the Products from your Simplero Dashboard
2. Select the Purchases tab
3. Search and select the customer's name
4. You will be directed to the customer's purchase screen
5. In the Charges & Payments box, select the Issue a credit... button
   
   
   
6. The Issue credit note window will open which is very similar to the refund window. Follow these steps:
   • Select how much you want to refund. Whether it's the full amount, the last charge, or something in between: 
     
   • Add your Description then select how you want to issue the credit note: 
     
   • There will be a warning to let you know how much will be processed to the payment method:
     
     
   • Then you'll have the option either 'Keep their Acess' or 'Turn off their Access':
     
     
   • When selecting "Refund and Turn off their access", this will lose access to content and their purchase will be marked as refunded. 
     
   • When selecting 'issue credit and keep their access', this will send them the refund but allow the purchase to stay active and retain access to any content connected to the purchase. 

Once you've refunded and/or issues the credit note, it should be sending the customer a reeceipt for that refund right away.