Refund to payment method is a return resolution that enables you to refund customers back to the original payment method that was used to pay for the order.
Capabilities
Refunding to the payment method enables you to:
- Refund the customer back to the payment method used (e.g. credit card, Paypal, or gift card).
- Document the refunded amount in both the RMA card and the original order.
Requirements and Limitations
ReturnGO does not directly execute the refund but rather notifies the eCommerce platform or OMS to refund the payment to customers.
ReturnGO only issues refunds within the confines of what your eCommerce platform permits:
- If your OMS cannot refund a certain payment method, then you will not be able to issue that refund in ReturnGO.
- ReturnGO’s refund capabilities are within the scope of your OMS’s refund policy. For example, in Shopify, you cannot issue a refund to a payment method beyond the amount the customer paid using that payment method.
Configuring Refund to Payment Method Resolutions
There are several settings you can configure to manage how the Refund to payment method resolution will behave in your returns flow.
- Go to Settings > Resolutions.
- Open the Return Resolutions section.
- Click REFUND TO PAYMENT METHOD.
4. In the Details section, edit the internal name for this resolution. Customers will not see this name on the return portal.
5. Edit the display name, which is how this resolution will be displayed in your return portal.
6. Edit the description, which is how the additional details of this resolution will be displayed in your return portal.
7. In the Refund section, select a refund type.
8. Select options from the Refund Amount drop-down to set the amount you want to offer the customer relative to the paid price. You can use this to penalize or incentivize customers who choose this refund type.
9. Toggle Automatic Payment Gateway Detection for the system to detect the original payment method used. The automatic payment gateway detection will hide this resolution if the order was paid with cash (i.e. cash on delivery/COD).
10. Click on the save icon to save your changes.
You can use the Refund to payment method resolution to build your Return Policy, where you can configure additional settings such as eligibility rules, fees, and more to define in which situations you want to offer this resolution.
Issuing a Refund to Multiple Payment Methods
In some OMSs, including Shopify, customers can pay for an order using a combination of different payment methods, where the overall payment is divided, often unevenly, between the payment methods. The most common case is using a combination of a gift card and a credit card.
You can choose the priority for refunding mixed payment methods:
- Go to Settings > Store Settings.
- Open the Refunds section.
- In the Mixed Payment Refunds Priority setting, select the order to refund mixed payment methods.
- First real money (i.e credit card, Paypal), then virtual currency (i.e gift card)
- First virtual currency (i.e gift card), then real money (i.e credit card, Paypal)
- Click on the save icon to save your changes.
