Refunding customer payments

Overview

Refunding customer payments is a key part of managing transactions on TWICE Commerce when the customer's order changes after payment and the changes entitle the customer to a refund in accordance with your policies. This guide walks you through the process of issuing full and partial refunds, handling security deposits, and recording manual refunds for payments made outside the platform.

Before initiating a refund, ensure:

• The order is eligible for refund according to your business policies
• The payment was successfully processed and settled
• You have appropriate admin permissions in Twice Commerce (i.e., Admin or Manager)
• The order status allows for refunds (e.g., not already fully refunded)

Types of Refunds Available

If you accept online payments through TWICE Payments or Stripe, we will process the refunds and automatically return the money to the customer's account.

Note: Refunds usually take 5-10 business days to appear in the customer's account. Payment processing fees are non-refundable.

Full Refunds

Process a complete refund of the original payment amount, including:

• Product/service cost
• Applicable taxes
• Shipping charges (if refundable per your policy)

Partial Refunds

Issue a refund for a portion of the order when:

• Only certain items are being returned
• Compensating for service issues
• Applying store credit or goodwill adjustments

Processing a Refund

1. Navigate to Orders in the Twice Admin
2. Locate and select the specific order
3. Click Payment Summary in the right panel
4. Click the "Refund" button
5. Enter refund amount:
   • Select "Full Refund" for the entire amount
   • Or enter a specific amount for partial refunds
   • Add a note explaining the refund reason (optional but recommended)
6. Click "Process Refund" to complete

Handling Security Deposits

For orders with security deposits:

1. Go to the Payment Summary section
2. Choose "Charge" to collect damages or "Release" to return the deposit
3. Enter the amount if partially charging/releasing
4. Confirm the action

Learn more about:

Working with automatic security deposits

Working with manual security deposits

Releasing or charging a deposit

Manual Refund Recording

For payments made outside Twice Commerce:

1. Process the refund through your external payment method
2. In Twice Commerce, mark the order as refunded
3. Add a note with the refund details for record-keeping

Important Considerations

• Payment processing fees are non-refundable
• Refunds usually take 5-10 business days to appear in the customer's account
• Keep clear documentation of all refund reasons and communications
• Always communicate refund status and timing to customers

Best Practices

• Maintain clear refund policies and communicate them to customers
• Process refunds promptly to maintain customer satisfaction
• Document all refund reasons for future reference
• Regular reconcile refunds in your financial records

Troubleshooting Common Issues

If a refund fails to process:

1. Verify the original payment has been fully settled
2. Check that the refund amount doesn't exceed the original payment
3. Ensure your connected payment account has sufficient funds
4. Contact Twice Support if issues persist

Need help? Contact our Customer Support via the in-app chat for assistance with refund processing.