Enable refunds on your shop

Ensure the option “Allow refunds for products” (that you find in YITH Plugins > Advanced Refund System) is enabled.

Free version settings

From now on, users will be able to send a refund request for any newly completed order.

Ask refund for order

Users will be able to send their refund request only after filling out the dedicated form. It will open in a modal window when they click on the refund button (only in case they select a product-based refund they will be asked to specify the quantity they want to be refunded).

Refund request form

After sending the request, the administrator receives a notification email.

Refund requests can be managed from WordPress section YITH Refund Requests.

Refund requests

 

How to set a deadline to request a refund

The plugin allows you to set a deadline for refund claims, after which users will no longer be able to claim a refund.

Specify the number of days after the order is paid (in case no payment date is available, the order complete date is the starting term).

In order to set a deadline (that applies to all your shop products) and different to the default one, go to your plugin options panel and enter your own value for “Number of days for refunds”. 

Set deadline to ask a refund

How to manage a refund request

Each new refund request will be added to the section YITH Refund Requests.

Refund request

Select and open the new request to choose the procedure to apply.

Edit a refund request

If you want to accept the refund of the total amount, proceed with the payment by choosing a payment method among those available (e.g. for payments through PayPal, you can refund the customer directly by PayPal).

On the contrary, you can reject the request or set it as on hold or processing.

Set status for refund request

Please, note: both “on hold” and “processing” status doesn’t affect the order. These statuses have been conceived to allow the administrator to organize tidily all the refund requests received.

How to pay a refund

Go to the request received and choose the amount to refund.

Edit a refund request

You can choose whether to make the payment for the whole requested amount or not. Let’s analyze all the possible scenarios:

Refund includes or exclude taxes depending on how you set the entry “Enable taxes” in the plugin settings dashboard.

Pay the whole amount requested

Accept to pay the total amount requested by the user.

Now you only need to click on the refund button to:

  • send the payment (if gateways like PayPal)
  • mark the request as paid (in case you have already processed the refund separately)

Pay manually the refund

Refund only part of the claimed amount

This option can be used each time you want to grant a refund, but not for the quantity users are claiming.

Let’s make an example to clear up any doubts.

The user bought 2 YITH Cups and is claiming for a refund for both of them. After checking the request, you can choose to grant a refund, but only for one of the two items purchased.

In order to do this, you have to edit the quantity from 2 (the requested quantity) to 1 (the allowed quantity).

Select refund quantity

The refund amount is automatically updated and now you can go on with the payment.

Enter the refund amount manually

As an alternative to full refund, you can manually enter the amount to pay.

Type the value in the “Use a custom refund amount” field.

Enter a custom refund amount

Proceed with the payment and users will receive the amount you have specified.

How to admin and user can send a messageto ask information about refund request

Every refund request includes a section where you and your customers can exchange messages.

The first message is a mandatory field in the refund popup, and it’s up to users to specify the reason for the refund.

Refund request form

The admin is notified via email and can also view the message in the request details page.

Message history

The admin can answer using the dedicated form on the right.

Users will receive an email with the message.

In My Refund Requests section, in My Account, users can however view the conversation history.

Message history - User view

The exchange of messages will be active until administrator closes the request by the related “Close request” button.

Close request

How to set email settings

The plugin sends automatic emails both to the users claiming for a refund and to the shop administrator.

The administrator is notified every time:

  • there is an incoming refund request
  • users send a new message

Users receive an email every time:

  • their request has been approved
  • the request is rejected
  • the admin sets the request either to “on hold”  or “processing”
  • the admin sends a new message

As for all WooCommerce default emails, you can either enable or disable each of them under the menu WooCommerce > Settings > Emails.

Emails