As a user in Trybe you can cancel items within the order or cancel the whole order.
To do this head to Orders > enter in the order reference > select on the order. You will now be brought to the order page for the specific order you have selected.
How to cancel a specific item from an order?
To cancel a specific item within an order select the three dots on the item > Remove item > Yes, remove.
This individual item will now be removed from the order, the whole order has not been cancelled just the individual item within the order.
How to cancel the whole order?
If you want to cancel the whole order, so all items within the order will be removed, select 'Cancel order' > Yes, cancel order.
How can I refund the customer?
If you have removed an individual item that has already been paid from the order. You will have to then refund the customer the amount for the item/ order if that is what your cancellation policy allows.
To do this head to the specific order > Payments > three dots > refund.
Amount - enter in the amount you want to refund. The max you can refund will be the amount that has been charged for the specific payment method.
Note - you can add an optional note here that will be linked to the refund. For example, here you can add the reason that you selected the refund.
> Refund.
Once you have refunded a payment it will appear in the payment tab and will state the date and time you refunded this order.
You will be able to see any transactions that have been refunded by heading to the 'Transaction' report in Reports. Here you will see any refunds that have been made as they will be listed with the type 'Refund'.
If you are refunding a payment that was made through Stripe this could take up to 10 working days (excluding weekends and bank holidays) to appear back in the customer's account.
Dealing with outstanding balances
If you refund part of an order there will now be an outstanding balance that you will need to correct so the order no longer has an outstanding balance.
To do this you will need to add a discount to the order/item. For these scenarios you could have a discount type called 'Refund discount'/ 'Complementary discount' and set these up. Ensure that the discount that you create has a 'fixed amount' with a large max amount and that the 'customisable amount' is toggle on so you can apply it to any order.
You will then have to add this discount to the order. To add the discount simply select the 'Add discount' under the total order to discount the whole order or you can add a discount to a specific item within the order by select the three dots on the item > 'Add discount'. Then select the discount type from the drop down list and enter in the discount amount. For example, in the example shown here you would enter in £10. This will then balance out the total and leave the order with no outstanding balance left to pay.
