Dial Customer Solutions Internal CS Wiki

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====== How to issue a direct refund ======

__We will only issue a direct refund if:__

* The customer is using [[general:buzzwords|buzzwords]].
  * The customer has [[general:making_offers|accepted an offer]] to keep the product instead of returning it (the remainder is being refunded).
  * The customer wants to cancel and the order is in //Hold// status and has not yet shipped. 
  * The customer has shipped the product back to us without an RMA number and we have [[howto:return_status|confirmed receipt in FAFS.]]

---

If the customer wants to return their merchandise for a refund, then you must guide them through our [[howto:rma|RMA process]]. The products must be unopened and shipped within 30 days.

---

__IMPORTANT__: If processing multiple refunds, always refund the full amount for a single transaction before moving on to the next one. This helps us in the case of a dispute with the bank.
   
//For example://

Charge for bottle 1 = 89.47
   Charge for bottle 2 = 89.47

//If you are refunding both charges, minus $9 restocking fee per bottle, the total refund amount is $160.94 (80.47 x 2). The refund should look like this://

Charge for bottle 1 = 89.47 > Refund amount: 89.47
   Charge for bottle 2 = 89.47 > Refund amount: 71.47

---

===== To issue a refund: =====

1.  Under the **Transactions** tab in the CRM, identify the transaction that will be used for the refund.

2.  Click **Actions > Refund**.

3.  Enter the **Refunded Amount** and click **Refund**.

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