You can now refund an order directly from your retailer/sales rep account, fully or partially.
What can be refunded
Open the Orders tab in your retailer/sales rep account.
On the relevant order's row, click Refund.
Select what you want to refund: one or more items, one or more packs, and/or shipping costs.
Confirm the refund.
Then, automatically:
For the buyer: they receive an email summarising the refund
In the logistics app: refunded items are cancelled: they appear greyed out with a « Refunded on [date] » label and no longer need to be prepared.
Important: a refund is irreversible. Double-check your selection before confirming.
FAQs
How long until the buyer is credited?
The refund is triggered as soon as you confirm it. How long it takes to show up then depends on the bank or payment provider, usually between 2 and 14 business days.
Which payment method is the buyer refunded to?
Always the payment method used for the purchase. An order paid by card is refunded to the card, an order paid with a voucher re-credits the original voucher, and so on.
Can a refund be undone?
No, a refund is irreversible.
Can I refund a specific amount?
No, only items, packs or shipping costs can be refunded. Custom amounts aren't possible.