Refunding Orders

Last modified January 9, 2018

This article applies to Contextual Commerce. (Looking for Classic Commerce documentation?)

To refund a customer's order, login and, if needed, choose your Dashboard. A search box will appear.

Tutorial Video

Check out our tutorial video on processing refunds:   How to Process a Refund.

Note

When you process a full refund on an order, FastSpring reverses the original transaction's processing fee and collects a 3.5% refund fee instead.

Order Search

Use the Order Search to find the order you want to refund. 

Example of searching for an order using the order reference

Enter the order information and then press Enter or Return on your keyboard to execute the search.

Order Search Criteria

Order and subscription searches are case insensitive, and you can search for an order by entering any of the following:

  • An exact order reference number (e.g. FUR161028-6610-37108)
  • A customer's full email address (e.g. doe@abc.com)
  • A customer's email domain name, beginning with the @ sign (e.g. @abc.com)
  • A customer's exact last name (e.g. anderson) Note: You cannot search by a customer's full name.
  • The beginning letters (at least four letters, followed by *) of a customer's last name (e.g. ande*)
  • The exact company name (e.g. fastspring)
  • The beginning letters (at least four letters, followed by *) of a company name (e.g. fast*)
  • For credit card orders, the last 4 or 5 digits of a the credit card number (e.g. 54321 or 4321)

Refund Process

It takes under a minute to refund an order. After you have found the order you want to refund, click Options and then select Return / Refund Order from the drop-down menu.

Example of the order search results when searching using the order reference, with the OPTIONS command expanded

Select the Return Type.

  • A Full Return will refund the entire order's purchase price. 
  • A Partial Amount Refund will refund a portion of the original price of an order. This is most commonly used when customers notify you that they forgot to enter a coupon code during the order process.

Note: This amount does not include any tax, which will be calculated automatically (based on the value entered) and also refunded.


Complete the Reason and Notification section of the refund process. Choose the Reason Type from the drop-down menu. Optionally enter in a Reason Note to provide additional information about the refund, which will be visible to the customer. The maximum length of the Reason Note is 250 characters. Select the Trigger from the drop-down menu. If you are performing the refund, you will likely use Client Request.




Under Customer Notification, select if you want to Notify the Original Contact or whether you want to send No Notification to your customer. Click Next.

Your Return will be in a state of pending. Review your Return. If everything is correct, click Confirm. If there are any errors, click Options and select Cancel from the drop-down menu.

Once you click Confirm, a pop-up will appear notifying you that Returns are not reversible. Click OK to again confirm the return.

Your Return will not be in the processed state and you are done.

Order Refund Policy and Chargebacks

Refund Policy

When we get a refund request from a customer, we usually direct the request to your support contact so that you may handle it. The only time that we refund an order without consulting you is when a customer who has purchased with a credit card has contacted us about a fraudulent charge. In this case, the order is refunded to prevent a chargeback. Credit cards refunds can generally be done up to one year after an order, but PayPal has a 90 day refund limit. The refund fee is 3.5% of the order subtotal.

Chargebacks

Chargebacks are different than refunds. A chargeback is the return of funds to a consumer, forcibly initiated by the consumer's issuing bank. The customer signs an affidavit with their credit card provider claiming they did not make the purchase. The only way a merchant can dispute this claim is to provide trackable shipping to the customer's address. Since most orders are only digital, we typically cannot provide this information, and the issuing bank decides in favor of the customer. 

Refunds with Split Accounts

In a situation where you have a split account, your partner takes a certain percentage of the sales or a certain percentage of the revenue that is left after the FastSpring fee. We often get asked what happens when a refund happens in this circumstance. To answer this question, we will use two examples, based on the way you have asked us to set up your split accounts.

Option 1: Fixed Percent of Sale Price

Let us say that the customer paid $100 for your product and that your partner gets a 70% split.  $100 will go into your account, and then part of it (8.9% or 5.9% + $.95) comes out for the FastSpring fee. If the former, $8.90 comes out of your account, leaving your account with $91.10. Then $70.00 (70% of $100) goes into the partner's account, leaving your account with $21.10. If there is a full refund, the $70.00 is removed from the partner's account and put back into your account. The FastSpring fee of $8.90 is put back into your account. The $100 is returned to the customer, and there is a $3.50 fee assessed to your company as a return fee.

Option 2: Fixed Percent of the Revenue

Let us say that the customer paid $100 for your product and that your partner gets a 70% split.  $100 will go into your account, and then part of it (8.9% or 5.9% + $.95) comes out for the FastSpring fee. If the former, $8.90 comes out of your account, leaving your account with $91.10. Then $63.77 (70% of $100 - $8.90) goes into the partner's account, leaving your account with $27.33. If there is a full refund, the $63.77 is removed from the partner's account and put back into your account. The FastSpring fee of $8.90 is put back into your account. The $100 is returned to the customer, and there is a $3.50 fee assessed to your company as a return fee.

Refunds for Bank Transfers

Normally bank transfers are not refundable, but there are alternate ways FastSpring can refund the order.

  1. If the customer has a PayPal account, we can create a manual refund through PayPal. This is the easiest option.
  2. If the customer does not have a PayPal account, there are two options:
    • We can send the customer a USD check. If the customer is located outside of the United States, before sending the check, we need to verify that the customer is able to deposit it. There is a $10 fee for sending a check, which is deducted from the refund.
    • We can send the customer a bank transfer manually. There is a $30 fee for a manual bank transfer, which is deducted from the refund.