If a customer wants to return a product, you can make them an offer to keep it. This can save them the hassle and expense of shipping.

First offer = $49.95

Second offer = $19.95

Let me check with my team to see what I can do for you. Followed by brief hold.

As part of a special promotion, I can offer you 50% off to keep the existing product. That is only $49.95 and you will not receive any further orders.

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I spoke with my supervisor and am authorized to give you an 80% off discount. This is below our cost and is a one time only offer. Would you like to keep the product for only $19.95?

Look at the Transactions tab in the CRM to see if the customer has been successfully billed for the item.

You can refund the remainder.

1. From the Transcations tab, click Actions > Refund.

2. Enter the refund amount and click Refund.

IMPORTANT: If dealing with multiple refunds, avoid refunding partial transactions. Always max out a transaction before moving on to the next one.