This article covers how to issue a refund or partial refund to customers who paid in full or paid using a payment plan and what happens to the payment plan. Procedurally, always handle the payment plan refund the exact same way you handle a full payment refund. We take care of the background work in adjusting payment plans and refunds for the customer.
Option 1: Submit a refund directly through your e-commerce platform and it will automatically sync the refund process with April.
Option 2: Use the Payments section in the merchant dashboard.
This process is the same for payments that are paid in full or on a payment plan.
Go to Payments and use the search bar in the top right to find the customer using their Order ID, Email or the Total Amount.
Once you have found the customer order, simply click next to the Status column and select "Refund payment' from the dropdown to be taken to the next menu. Finally, select either Full refund or Partial refund to finalise the refund process.
Once you have completed this step, the Status of the order will change to Refunded, and the customer will receive a refund on their order within 10 days.
Here are a few examples of how payment plans work with refunds:
Example 1: Full refund
- A plan is set up for $400, and $100 is paid at the time of purchase.
- 3 days later, the transaction is refunded in full.
- $100 is refunded back to the purchaser, and the 3 remaining instalments payments are cancelled.
Example 2: Partial refund
- A plan is set up for $400, and $100 is paid at the time of purchase.
- 3 days later, a partial refund of $180 dollars processed.
- The outstanding amount is reduced to $120;
- Each of the three remaining instalments is reduced to $40.
- No money is refunded to the purchaser.
- The payment plan continues with the updated values.
Example 3: Partial refund
- A plan is set up for $400, and $100 is paid at the time of purchase.
- 2 weeks later, the second instalment is paid for $100
- 3 days after the second instalment, a partial refund of $250 is processed
- The final instalment of $100 is cancelled
- The third instalment of $100 is cancelled
- $50 is refunded to the purchases
- The payment plan is finalised