Cancel or Refund an Order (Impact)

Cancel or Refund an Order (Impact)

This documents how to cancel an entire Impact order for any reason, including refunding the order's payment.

Quick List

  1. Inform the customer
  2. Void or refund the payment
  3. Cancel the order

Details

You would probably want to send the customer an email first (or call them), before doing these steps, informing them of the cancellation and why the order is being canceled (unless the customer asked for it to be canceled or if it's being canceled due to fraud).
  1. Log in to the Elastic Path Admin area
  2. Find the Order
  3. Click the order line in the listing to go to that order's details page
  4. Find the "View Order History" section (optionally click this heading to toggle between showing and hiding the payment details)
  5. Click the [Refund] button
  6. Enter the amount to be refunded. It should default to the total order amount. Please note that the amount is entered in cents (not dollars). For example, a $32.50 order would be entered as "3250" for refunds.
  7. After entering the amount to be refunded, click the second [Refund] button
  8. Wait for it to send the refund request to Authorize.net.
  9. You must confirm that the refund was accepted by Authorize.net (sometimes it fails)
  10. Scroll to the top of the order details. Find the status indicators.
  11. If the payment status is now "UNPAID" then the refund was processed successfully; therefore, please skip down to the "Cancel the Order" section of these instructions.
  12. If the payment status is still "PAID" then the refund was not processed. Continue with the next steps to use the alternate refund method.

Alternate Refund Method

  1. Leave your current browser tab, we will be coming back to it in a few minutes.
  2. Open a new browser tab and log in to Authorize.net: login.authorize.net
  3. Click the "TRANSACTION SEARCH" option near the top.
  4. Find the payment transaction to be refunded using one of the available search functions, e.g. "Unsettled Transactions" (today's orders) or "Search by Business Day" for a date range.
  5. Click the "Trans ID" link for the payment to be refunded. This will show all of that transaction's details.
  6. Click the [Void] (if not yet settled) or [Refund] (if already settled) button near the top.
  7. Confirm if asked.
  8. You are not yet done, but you are done with Authorize.net.
  9. Return to your previous browser tab (Elastic Path Admin)
  10. You should be looking at the order details page.
  11. Find the "View Order History" section (optionally click this heading to toggle between showing and hiding the payment details)
  12. Click the [Mark as Refunded] button
  13. Confirm if asked
  14. The refund is now done, but you still need to cancel the order using the next section.

Cancel the Order

You should be viewing the order detail page for the order that was just refunded.

Use the "..." menu in the top-right corner of the order details page and select the "Cancel Order" option. Confirm if asked.