Purpose: How to process refunds added to the Honored Promo Sheet via Shopify.
Distribution:
- CSOPS
- Escalations Team
Requirements:
- Access to all Brands/sites Shopify
- Access to Honored Promo and Shipping Refund Log
- Start by opening the Honored Promo and Shipping Refund Log sheet, under Promo refund tab at the bottom left corner of the sheet.
- Start at the very top of the list, carefully reviewing what site the order belongs to.
**If you see all boxed have been checked off and initials under (Agent Initials Column) move on to the next***
3. Open Shopify based on the site/brand.
4. Search order on Shopify.
5. Make sure order is marked as Fulfilled, if order shows to be Unfulfilled or Canceled a refund cannot be processed. Move on to the next order.
6. Check no refund has already been issued under Order summary + check order notes. Grab Total from order & enter it on Honored promo sheet to get calculated discount amount. A formula has already been added to the excel sheet so the amount to refund will automatically be calculated for you.
** Please use these examples below as guides, the total will change depending if a refund has already been issued for an OOS item or shipping***
7. Once you confirm no refund has already been issued and you've updated the total on the Honored Promo Sheet, Go back to Honored Promo Sheet and grab the amount to refund. That is the amount we will be refunding the customer via Shopify.
8. On Shopify Select refund at the top Right Corner of the order page.
9. Enter amount to refund under summary (at the top right corner) + Enter discount under reason for refund. Select Green button.
10. Go back to Honored Promo Sheet and check off Discount, Refund Issued and add your initials. Repeat process.