Under Peppol regulations, every financial transaction must have a matching, verifiable electronic document. When you issue a refund in Shopify, it does not automatically sync with the Peppol network. To stay compliant, you must manually send a Peppol Credit Note for every individual refund issued on an order.
Step-by-Step Guide
Follow these steps to transmit your credit note to the Peppol network:
1. Open the Order in the Hub
Log into your Shopify Admin panel and navigate to the Orders menu. Select the specific order that contains the refund. In the top actions menu, click the Open in eInvoice Hub.
2. Select the Order within the Hub
Once the eInvoice Hub loads, you will see your dashboard. Locate and click on the specific order you need to manage to open its detailed view.
3. Locate the Refunds Section
Scroll down the order details page until you reach the section labeled Refunds. Here, you will see a history of the refunds processed for this specific order.
4. Send the Credit Note
Locate the Send Credit Note button next to the relevant refund and click it to transmit the document.
Grayed-Out Button?
If you find that the Send Credit Note button is grayed out and unclickable, it is usually due to one specific rule: You cannot credit an invoice that does not officially exist on the network yet.
The Cause: The original invoice for this order has not been sent via Peppol yet.
The Fix: Scroll to the invoice section of the hub, click Send Invoice to transmit the original billing data, and wait for confirmation. Once the invoice is successfully sent, the Send Credit Note button will automatically unlock.
NOTE: If you issue multiple refunds for a single order, you must send a separate credit note for each one. The Peppol network processes and tracks each refund as an entirely independent transaction.