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Refund without split into two transactions (article price + netto shipping charges and tax of shipping charges)

If we have a full return the refund is split into two transactions that are sent to the PSP. For those two refunds there is only one credit memo that not match. Also the customer does not understand why he receives two refunds.

  • Guest
  • Feb 15 2022
  • Future consideration
What is your industry? Retail
How will this idea be used?

As a customer I would like to receive one refund for my full return in order to not be irritated.

  • Admin
    Aaron Cutter commented
    14 Apr 02:34am

    Hello, I have been discussing this request with engineering and my understanding is that the desired behavior is already achievable in the product if using a different setup, specifically executing the refund against the sales order.

    Here are a few points that we have considered when evaluating this enhancement request:

    1. From the PMR, the expected behavior of a single refund is observed when ProcessPaymentOnReturnOrder is set to N (from Dec. 14 update).

    2. The typical configuration is to process refunds against a sales order (https://www.ibm.com/docs/en/order-management-sw/10.0?topic=fulfillment-refunds-return-orders) and the setting for processing a refund on the return order is intended for in-store transactions or other scenarios where multiple sales orders may be included in a single return order

    3. I didn’t see details in the PMR regarding why the solution is doing refund on return order. Is there a specific requirement that is driving this?

    4. The effort involved to make such a change is significant and would not result in any meaningfully new capability that what is possible today.

    If you have any details you can share on point #3, please let me know. If multiple refund transactions is a major issue for the customer however, I would recommend pursuing some of the alternative options provided in the PMR.


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