Articles on: Resmark

How to cancel and refund a product, or an entire order.

Sometimes plans just don't work out, and your customer may need to cancel a product from their order, or cancel their entire order. Here's how you'd process that.

Section 1: Canceling one or more products
Section 2: Editing the cancelation fee on an already canceled order
Section 3: Refunding an order

Canceling one or more products

Step 1: Open the order that needs updating

Step 2: Select Cancel

Step 3: After selecting cancel, a warning will pop up to inform you of your cancellation policies and fees (if applicable) - Select Continue

Step 4: A list of all participants for all products will show up, select all of the participants you'd like to cancel. Any participant(s) with a checkbox next to their name will be canceled.

If the customer has already filled out participant details, those names will show up on this step -- if they haven't entered the participant details, then the default field name will show up, such as Adult, or Child.

Step 5: Any cancelation fees will be calculated at this point. If you'd like to change or remove the fee click on the blue text of the fee amount and enter the new amount.

Heads up: If you need to edit the fee, but you don't see the option to edit the fee amount, then your user may not have permission to edit cancelation fees. Contact one of your Resmark administrators if you need access. Even after the order is canceled you can edit the cancelation fee, so worst case scenario you can skip this step and it can be edited later.

If this order was generated using the TrueConnect feature, your ability to make changes may be limited.

Step 6: Select Confirm and the order changes will go through immediately. The order balance will update immediately with any changes made.

Editing the cancelation fee on an already canceled order

If you need to edit, add, or remove a cancelation fee, here's how.
Step 1: Expand the cancelations menu on the order

Step 2: Select **Show Cost Summary
**Step 3: Any editable numbers will be highlighted in blue, simply click on the number and enter in the correct number.

If your user permissions do not allow for editing of cancelation fees, then you will likely not have access to edit the fee. You will either need to request that an admin from your organization give you the user permission to make changes to cancelation fees, or that they go edit the order for you.

If this order was generated using the TrueConnect feature, your ability to make changes may be limited.

Refunding an order

A refund must be due on the order in order to process a refund. The current balance of an order can be viewed at the top right corner of the order overview.

Step 1: If a refund is due on the order, select Issue Refund -- The page will automatically scroll down to the customer payment history

Step 2: The option to refund will show up along the right side of the payment history. If multiple payments were made, you will have to refund those separately. Select Refund, over on the right side of the payment.

Step 3: A refund manager will pop up on screen, and it will allow you to refund up to the amount paid back to the original payment method. You can edit the refund amount to a lower value, but you can not increase the cost above the value of the original payment. It is not possible to refund to a different credit card, it must be to the original card, or a different payment method (such as Cash, Check, External, etc).

If you don't want to refund back to the original card on file, you will have the option to refund it to one of your other payment methods available (such as Cash, Check, External, or any other methods set up). Simply click on the dropdown menu that shows their original card, and choose one of the other options available.

If the original payment was made too far in the past, your payment processor may block the transaction. For example, Auth.net will not allow you to refund a credit card 120 days after the original payment was made. At that point, your best option may be to refund via one of the external payment methods available and settle with the customer externally.

Step 4: If more than one payment method was used, such as multiple credit cards, repeat step 3 on the additional payment methods until your order balance reaches $0.00.

Updated on: 03/29/2024

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