Processing Refunds (Credit Memos)

Overview

A credit memo is a document that shows the amount that is due to a customer for a full or partial refund. The amount can be applied towards another order, or refunded to the customer after the original purchase. Before a credit memo can be printed, it must first be generated for the order. The credit memo grid lists all the credit memos that have been issued to customers. 

View an Existing Credit Memo

1. On the Kano Store admin panel, click Sales > Credit Memos to access the Credit Memos page. 
2. Find your desired credit memo on the grid, and click View in the Action column. 

Creating a Credit Memo

Credit memos can only be generated for orders that have been invoiced. If an order has not been invoiced, then it can be canceled. 

There are two types of credit memos that can be generated:

• Online refunds can be issued to customers that have paid through credit card. Online refunds are managed by the payment processor.
• Offline refunds can be issued to customers that have paid through credit card or check/money order. Offline refunds are paid directly to the customer, and the online credit memo serves as a record of the transaction.

Issuing an Online Refund for Credit

1. On the Kano Store admin panel, click Sales > Orders to access the Orders page. 
2. Find your desired order on the grid, and click View under the Action column. 
3. Click Invoices on the left panel menu, and click View under the Action column to open an invoice for the order.
4. Click Credit Memo on the button bar of the Invoice page. 

5. Review the information on the Credit Memo page. Edit the following sections if necessary:

   Account Information:	You can edit the customer's account information through clicking on Edit Customer.
   Address Information:	You can edit the customer's billing and shipping addresses by clicking Edit beside the appropriate address header.
   Items to Refund:	You can adjust the quantity of the product(s) to be refunded by updating your Qty to Refund and clicking Update Qtys. You can also select whether or not these products will return to stock by selecting the Return to Stock checkbox.

6. Review the information on the Refunds Totals section. Edit the following information as necessary:

   Refund Shipping:	You can enter a refundable amount from the shipping fee. The field initially shows the original shipping amount from the order. This value can be reduced, but not increased.
   Adjustment Refund:	You can enter an added value to the total amount refunded. This acts as an additional refund that does not apply to a particular part of the order. The value entered cannot raise the total refund higher than the paid amount.
   Adjustment Fee:	You can enter a value to be subtracted from the total amount refunded. This can act as a way of offering a partial refund. The amount is not subtracted for a specific section of the order, but of the entire order itself.

7. If necessary, add a comment to the credit memo by filling in the Credit Memo Comments box. 
8. If necessary, click Email Copy of Credit Memo to send an email notification to the customer. Click Append Comments to include your comments into the email.
9. Once you are complete, click Refund to finish processing your online refund and credit memo.

Issuing an Offline Refund for Credit

1. On the Kano Store admin panel, click Sales > Orders to access the Orders page. 
2. Find your desired order on the grid, and click View under the Action column.
3. Click Credit Memo on the button bar. When prompted to create an offline refund, click OK.

4. Review the information on the Credit Memo page. Edit the following sections if necessary:

   Account Information:	You can edit the customer's account information through clicking on Edit Customer.
   Address Information:	You can edit the customer's billing and shipping addresses by clicking Edit beside the appropriate address header.
   Items to Refund:	You can adjust the quantity of the product(s) to be refunded by updating your Qty to Refund and clicking Update Qtys. You can also select whether or not these products will return to stock by selecting the Return to Stock checkbox.

5. Review the information on the Refunds Totals section. Edit the following information as necessary:

   Refund Shipping:	You can enter a refundable amount from the shipping fee. The field initially shows the original shipping amount from the order. This value can be reduced, but not increased.
   Adjustment Refund:	You can enter an added value to the total amount refunded. This acts as an additional refund that does not apply to a particular part of the order. The value entered cannot raise the total refund higher than the paid amount.
   Adjustment Fee:	You can enter a value to be subtracted from the total amount refunded. This can act as a way of offering a partial refund. The amount is not subtracted for a specific section of the order, but of the entire order itself.
   Subtotal:	Refers to the original purchase price, excluding tax and additional fees.
   Grand Total:	Refers to the total amount to be refunded to the customer, including the refund shipping, adjustment refund, and adjustment fee values.

6. If necessary, add a comment to the credit memo by filling in the Credit Memo Comments box. 
7. If necessary, click Email Copy of Credit Memo to send an email notification to the customer. Click Append Comments to include your comments into the email.
8. Once you are complete, click Refund Offline to finish generating your credit memo record.

Issuing an Offline Refund for Check/Money Orders

1. On the Kano Store admin panel, click Sales > Orders to access the Orders page. 
2. Find your desired order on the grid, and click View under the Action column. 
3. Click Credit Memo on the button bar. 

4. Review the information on the Credit Memo page. Edit the following sections if necessary:

   Account Information:	You can edit the customer's account information through clicking on Edit Customer.
   Address Information:	You can edit the customer's billing and shipping addresses by clicking Edit beside the appropriate address header.
   Items to Refund:	You can adjust the quantity of the product(s) to be refunded by updating your Qty to Refund and clicking Update Qtys. You can also select whether or not these products will return to stock by selecting the Return to Stock checkbox.

5. Review the information on the Refunds Totals section. Edit the following information as necessary:

   Refund Shipping:	You can enter a refundable amount from the shipping fee. The field initially shows the original shipping amount from the order. This value can be reduced, but not increased.
   Adjustment Refund:	You can enter an added value to the total amount refunded. This acts as an additional refund that does not apply to a particular part of the order. The value entered cannot raise the total refund higher than the paid amount.
   Adjustment Fee:	You can enter a value to be subtracted from the total amount refunded. This can act as a way of offering a partial refund. The amount is not subtracted for a specific section of the order, but of the entire order itself.
   Subtotal:	Refers to the original purchase price, excluding tax and additional fees.
   Grand Total:	Refers to the total amount to be refunded to the customer, including the refund shipping, adjustment refund, and adjustment fee values.

6. If necessary, add a comment to the credit memo by filling in the Credit Memo Comments box. 
7. If necessary, click Email Copy of Credit Memo to send an email notification to the customer. Click Append Comments to include your comments into the email.
8. Once you are complete, click Refund Offline to finish generating your credit memo record.

Configuring Your Credit Memo for Unenrolments

Your Kano Store's Credit Memo settings can be configured to trigger specific actions in the event that a learner unenrols from a course. 

You can determine:

• Whether or not Store Administrators can offer credit memos with partial refunds. Partial refunds will factor in taxes, whereas offering an Adjustment Fee will not. The default is set to No.
• Whether or not a customer is unenrolled from a course once they are issued a credit memo. The default is set to Yes.
• Whether or not a customer is suspended from a course, or simply unenrolled once they are issued a credit memo. The default is set to No, where learners are only unenrolled from a course. This only appears if the previous setting is set to Yes.

NOTE: If you would like to edit your Credit Memo settings, please contact the Kano Support team.