Refunding Orders

In this article we will go over how to refund payments on your orders.

RoasterTools allows you to refund all orders in your account, regardless of payment type. If you have a paid order you would like to refund you have the option of refunding the entire order or just part of the order. Below are the steps for each option.

Refund Entire Order

1. Open the invoice for the order
2. Scroll down to see the history for that invoice
3. Click Refund Payment

Partial Refund

When you are updating an invoice to reflect a change in quantity fulfilled you can issue a partial refund.

1. Press Edit Order
2. Edit the quantity of the item that has changed.
3. You will see the balance due section update from $0 to a new negative amount that they are owed.
4. Press Refund
5. Enter in the amount to refund them -> confirm
6. Review that the balance due is $0 again.

See this quick video for an example:

https://share.cleanshot.com/DJYK02LH

RoasterTools will track the payment history for all your invoices so you can easily see when an order was paid for, what the payment type was, and if there were any refunds. 

ACH Refunds

In order to be able to refund an ACH payment through RoasterTools, the process is the same as a CC refund, only in this case, you will need to wait until the funds are settled in your account before being able to refund it.

Even if the payment is marked as succeeded via ACH, the funds will be available for refund in 5-7 business days from the day of the transaction.

If the funds are still not available and you try to refund them, you will get a "We are unable to refund the payment!" error message. This will be the indicator that the funds are still not settled.

Once the payout is visible in Roastertools, you will be able to refund it.

FAQ

Q: Can you issue credit to a customer rather than refund them?

A: No. at this time we only offer refunds.