Hi @Lynne.OFN.Tech and @olivermuller,
Thanks for your replies. I managed to figure this out myself. I’ve written the details below in case it helps anyone else.
As you said, OFN doesn’t give a credit next time a customer orders so you need to refund the customer directly. We are using Stripe and it is possible to issue a refund or give a partial refund through Stripe. Details here: Refunds. Please note that the refunds can only be made if you have funds available in your Stripe account. If you have the money paid into your bank account daily (like we do) then you may not have any available funds until the next order cycle so this may delay the refund. Alternatively, I guess you could refund the money directly to the customer with cash or by bank transfer.
I’m not sure how important it is to record the refund in the OFN system, but I wanted to do this so that the customer’s account wasn’t showing a credit. It isn’t obvious how to do this but it is possible - basically you need to create a new payment with a negative amount.
The steps are as follows:
- view the orders
- you can identify the orders that have a credit as they will show ‘Credit Owed’ under payment state
- click on ‘Credit Owed’
- you will see how much money that customer is owed from that order
- click on ‘New payment’ (blue button in the top right)
- the amount will appear as a negative
- select ‘bank transfer’ as the payment method (it is not possible to choose Stripe)
- click ‘update’
- the payment status will be shown as ‘Checkout’
- click on the tick to ‘capture’ the payment
- the payment status should now show ‘Completed’