Refunds are an essential part of your business, sometimes dealt-with in a daily basis, which is why we want to make them as easy as possible for you.
If you need to make a refund, the person with admin rights of the dashboard account will have to give you permission for it. Once you have permission:
1. Go to Orders on the left-side menu
There, you will be able to find and keep track of every order made on your check-out so far.
2. If you are looking to refund a specific customer, we recommend you search them by order ID or email address on the search bar you'll find on the top right. This will save you some time.
- Simple search: You can find orders via the order number or the order email.
- Extended search: You can find orders via order number, product name, barcode or buyer/customer information.
3. When you find the order you are looking for, scroll to the left-hand side of the order information
4. Click Action and choose Refund
This will show you an information breakdown of all the products, their prices and amounts included in their order.
Careful: By default, ALL products, of the order are selected for the refund - if you only want to refund only certain items you need to deselect those that you do not want to refund. That would be a partial refund.
You can also add a refund description in case you want to leave a note on why the refund was initiated or granted.
5. Choose the articles you want to refund, enter a description, and click Review Refund
Here you get the chance to double-check if the amount you are about to refund is the correct one and if you selected the right number of items. If you did not, you get the chance to readjust your refund if you made a mistake beforehand: click on Edit refund.
Further, in case you have a refund fee set up and have permission to remove it, you have the ability to do that here as well. You can find more information on the partner and the Convious refund fee here.
If everything looks good - hit Refund!
Now you will see this next to your order. This means the refund is being processed.
Why can my refund not be processed?
Did the customer pay using PayPal? Then it is possible to issue a refund for up to 180 days after the transaction. Any refund request past the 180 days will fail and not be processed.
If a customer paid using a credit card, you can issue a refund for up to one year after the transaction.
There is no time limit for other payment methods.
Lastly, currently, we also do not support refunds done via Finnish E-Banking.
When will my customer receive the refund?
Refunds may take 3-15 working days, depending on the payment provider.
According to Mollie, most refunds are processed the next business day. The consumer usually receives the money on his account the same day.
Did the customer pay using a credit card? "The refund will then be credited on the consumer’s credit card within 14 days and will be visible on his credit card statement." - Mollie
Is it possible to cancel a refund?
If you need to cancel a refund, you can contact the Convious operations team via firstname.lastname@example.org. They will see whether it is still possible to cancel the refund for you. Please note that we can only cancel a refund within 2 hours after the refund was requested.
If the above cases do not apply to you, and you have remaining questions, please contact email@example.com