How to allow refunds in your shop

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

advanced_refund_settings

 

From now on, users will be able to send a refund request for any newly completed order. You can specify the number of days to allow refunds in the field Number of days for refunds.

By enabling the option Allow to close new requests, the site administrator will be able to close refund requests without the need to accept or reject the request first.

The request can either be submitted for the entire order or for single products in it.

Pagina ordine

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

Please, note:

order-based refunds cannot be requested if:

  • users missed the deadline for submitting refund requests;
  • one of the products in the order has been set to “non-refundable”;
  • the order total does not reach the minimum amount required for a refund (and specified in “Minimum order amount” in the plugin settings panel)

advanced_refund_settings2

 

 

 

How to set a deadline for refunds

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”. 

Number of days for refunds

If you don’t want to set any deadline for refund claims, enter 0.

After the deadline, the refund button will no longer be available to users in their “My Account” page.

Can I set up a different deadline on single products?

Yes, you’ll just have to access the product edit page and set a different deadline.Number of days for refund in single product

 

How to manage the refund on single product

The plugin adds the tab “Refunds” to each product edit page.

Refunds options in single product page

The options included in this tab allow overriding the general options.

For example, if you enabled the refund on all the products yet you don’t mean to grant refunds on the one selected, you only need to set the entry “Set the refundable status” as “Set the product as non-refundable”.

 

Set the product as not refundable

Variable products

The plugin supports variable products. For each variation, you can:

  • enable/disable the refund
  • set an expiration for the refund different from the general one configured
  • set a “non-refundable product” message different from the general one configured

Set options for single variations

 

Notification message

The plugin shows a notification message to users accessing the site on all the non-refundable products.

Not refudable message in single product page

Refund request management

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.

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.

Actions on 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.

 

Coupon settings

As an alternative to the refund, the shop admin can offer a coupon code.

The coupon code is sent via email immediately after having clicked on the “Offer a coupon” on the request details page.

Offer a coupon

Want to customise the coupon code format?

Go to the plugin settings page (YITH Plugins > Advanced Refund System) and configure a new pattern for the field “Code”.

Use the following placeholders:

  • {request_id}: ID of the refund request
  • {customer_email}: email address of the user claming for the refund
  • {coupon_amount}: coupon amount
  • {order_number}: order number associated to the refund request

By default, the coupons have no expiry date.

However, you can change this behaviour by setting an Expiry date.

Expiry date for refund 

The value you specify here stands for the number of days through which the coupon is valid since the coupon creation.

 

 

Messages

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.

View message in admin view

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.

My refund requests

 

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

Close the request

Emails

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
  • the admin offers a coupon instead of a refund

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

Emails