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Updating Refund Resolutions

Overview

Refund resolutions control which refund options customers see in the Return Portal and how refunds are recorded from the RMA page.

The following video describes updating refund resolutions:

Objectives

By the end of this guide, you will be able to:

  • Update refund resolutions in Settings > Resolutions.

  • Update bank refund fields customers complete in the Return Portal.

  • Verify refunds and recordkeeping from the RMA page.

  • Link resolutions to your return policy rules.

Prerequisites

You have access to the Admin Dashboard with permission to edit Settings.

Updating Refunds to Payment Method

Updating the Refund to Payment method refers to refunds made to the original payment method. Use this resolution to refund customers back to the payment method used for the order (for example, credit card or PayPal).

To update Refund to Payment Method

  1. Navigate to Settings > Resolutions.

  2. In Return Resolutions, click REFUND TO PAYMENT METHOD.

  3. In the Details section, update:

    • Internal name

    • Display name

    • Description

  4. Click the save icon in the top right corner.

Updating Refunds to a Bank Account

Updating the Refund to Bank Account feature is relevant to COD (Cash on Delivery) or off-platform payments. Use this resolution when you issue refunds outside of your platform (for example, COD refunds via bank transfer).

To update Refund to Bank Account

  1. Navigate to Settings > Resolutions.

  2. In Return Resolutions, click REFUND TO BANK (or create a new resolution).

  3. Update the resolution details:

    • Edit the internal name (customers do not see this name).

    • Edit the display name (shown to customers in the Return Portal).

    • Edit the description (shown to customers in the Return Portal).

  4. Set Refund Type to Bank Refund.

  5. Click the save icon in the top right corner.

Verifying Bank Refund Works

Verifying bank refund works can be done in the following ways:

  • In the Return Portal, confirm the refund option appears for the relevant orders, based on your policy rules.

  • In the Admin Dashboard, open an RMA and confirm you can view the customer’s bank details under Refund to Bank Account on the RMA page.

  • Transfer funds using the customer-provided details, then record the refund action from the RMA.

Updating Bank Refund Fields Shown in the Return Portal

Updating bank refund fields shown in the Return Portal refers to customizing which fields customers must complete when they request a bank refund.

To update bank refund fields shown in the return portal

  1. Navigate to Settings > General.

  2. Open the Refunds section.

  3. Configure which fields appear in the Return Portal and whether each field is mandatory or optional.

  4. Click the save icon in the top right corner.

Note

Your setup can include IBAN collection. Field labels can vary by store configuration. Confirm the exact field names in your dashboard.

Verifying and Documenting Refunds from the RMA page

Use the RMA page to record the refunded amount and complete the refund workflow in the admin dashboard.

To document a bank refund in the RMA

  1. Open the relevant RMA.

  2. On the RMA page, review the customer’s bank details under Refund to Bank Account.

  3. Click REFUND/CREDIT to open the refund calculator.

  4. Click APPLY to apply the suggested refund amount.

  5. Select the bank refund method (label can vary by configuration).

  6. Click SUBMIT to record the refund action.

  7. Verify that the RMA status shows Done in the RMA header after you submit the refund action.

Note

A refund action can be unavailable if there is no refund amount available. In that case, the refund button can appear disabled.

Linking Resolutions to Your Return Policy

After you update a resolution, ensure it is offered under the right conditions in your policy rules.

To link resolutions to your return policy

  1. Navigate to Settings > Return Policy.

  2. Update your policy rules to offer the relevant resolutions (for example, bank refund for COD orders).