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How to Refund an Order
How to Refund an Order
Miles Dinsmore avatar
Written by Miles Dinsmore
Updated over a week ago

If the licence holder has insufficient inventory to fulfill an order, if a client returns an order, or if a client's order is refused for any reason, a Customer Service Representative–or CSR–must refund the client's purchase.

Required permission(s): order_read, order_refund

Note: The Seed-to-Sale software can only refund credit card payments. A CSR must coordinate with the client to refund orders placed using other payment methods.

  1. In the Orders module, select an order to open the Order's Profile.

    • Note: The order's status must be Placed, Shipped, Delivered, or Refused.

  2. Click the


    icon to open a menu of options.

  3. Select Refund Order. This opens a Refund modal.

  4. Enter the amount to refund in the field provided. The modal indicates the maximum amount the CSR can refund in parentheses below the Refund Amount field.

  5. Click Refund Order. If the refund is successful, the refund total will appear in red beneath the order total. The CSR may need to refresh the page for this text to appear.

    • Note: The order's status does not automatically change to Order Refunded. This is a known issue that will be resolved in time.

In the event of a product recall, the CSR may also need to Return the Order and Return Grams to the Client's Prescription. For more information on product recall procedures, visit the Recall Process Guide.

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