DocumentationCommerceCustomer Management

Refunds in the customer account dashboard

Last update: Tue Jul 11 2023 00:00:00 GMT+0000 (Coordinated Universal Time)

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Adobe Commerce feature {width="20"} Exclusive feature only in Adobe Commerce (Learn more)

If a refund has been issued for an order, customers can view the refund information associated with the order in their account dashboard. If you have enabled the Show Store Credit History to Customers option for Store Credit configuration, customers can also access their Store Credit history.

View a refund on the storefront

  1. From the storefront, the customer logs in to their account.

  2. Locates their order using one of the following methods:

    • Finding the order in the list of Recent Orders and clicking View.
    • In the left panel, choosing My Orders. Then, finding the order in the list and clicking View.

  3. The customer clicks the Refunds tab to view the details of the refund.

    Refund detail on the storefront {width="700" modal="regular"}

View store credit balance and history on the storefront

Method 1: From the customer account dashboard

  1. From the storefront, the customer logs in to account.

  2. If the refund was applied to store credit, chooses Store Credit in the left panel.

  3. The amount refunded to their store credit appears in the list with the date and time of the action.

    Amount refunded to store credit {width="700" modal="regular"}

    note info
    INFO
    The Store Credit page also provides a link for the customer to redeem a gift card.

Method 2: From the Review & Payments page

  1. The customer adds a product to the cart.

  2. Proceeds to the Checkout page.

  3. Passes the Shipping step.

  4. If store credit is available, the customer clicks Use Store Credit.

    Store Credit from Review & Payments page {width="700" modal="regular"}

  5. If the customer changes their mind about using the store credit, clicks Remove in the Order Summary section.

Payment actions in the Admin

You can configure payment actions for your specific Payment Method. Each payment method has a different set of payment actions.

Payment action
Description
Capture Online
When the invoice is submitted, the system captures the payment from the third-party payment gateway. An Admin user can then create a credit memo and void the invoice.
Capture Offline
When the invoice is submitted, the system does not capture the payment. It is assumed that the payment is captured directly through the gateway, and the payment cannot be captured through Adobe Commerce. An Admin user can then create a credit memo, but cannot void the invoice. (Even though the order used an online payment, the invoice is essentially an offline invoice.)
Not Capture
When the invoice is submitted, the system does not capture the payment. It is assumed that the payment is captured through Adobe Commerce later. There is a Capture button in the completed invoice. Before capturing, you are able to cancel the invoice. After capturing, you are able to create a credit memo and void the invoice.
WARNING
Select the Not Capture option unless you are certain that you are going to capture the payment through Adobe Commerce later. You cannot create a credit memo until the payment has been captured using the Capture button.
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