Issue a refund

In order to issue a customer refund you will need access to the following programs:

• Magento
• Stripe
• Paypal
• Desk

Follow these steps to complete a refund for a customer:

1. Locate customer's order in Magento.
2. Click on the correct order.
3. Locate the order in Stripe. 1. Enter username and password into username and password fields. 2. copy order number in magento 3. Paste the order number into the search bar in the upper right hand corner
   • If the order is not in Stripe locate the order in Paypal. 1. Enter username and password into username and password fields. 2. Click transactions tab. 3. Paste order number into search field. 4. Click email address in drop down menu. 5. Select Invoice I.D. 6. Click search button.
4. Click the corresponding order number. Note: Make sure the order you've located in Stripe or Paypal is the same as the order you have found in Magento
5. Locate the customer in Desk. Note: There may be multiple previously initiated correspondences between OLM and the customer or none at all; if there are more than one email chains find the one most closely relating to the order at hand. If there is no pre-existing correspondence you will need to start an email chain.
6. Issue a credit memo in Magento.
7. Refund the amount indicated by the credit memo in the correct payment system (whichever you have previously located the order in). Refunding in stripe. Refunding in Paypal.
8. Inform customer that a refund has been issued in Desk.