Refunds - Confirmation of request | Voters

Refunds - Confirmation of request

complete

Matt Ives

Would be really useful to have a confirmation message that confirms a refund has been processed with a third party like PayPal rather than hoping it works, and to potentially flag up when a refund has not processed successfully

April 29, 2021

This post was marked as

complete

Suzy Weightman

marked this post as

planned

Hi all, 
We'll look to improve the workflow of this - adding an additional confirmation popup to confirm how much will be refunded and to where, and once the transaction/refund has been completed a clearer confirmation message too. 
Thanks for your feedback, 
Suzy

Suzy Weightman

Hi all, 
There is already a confirmation that an ecommerce refund has been processed on the Transaction Complete dialog in the POS. However, we agree that this could be more obvious - would a separate popup with details of the value refunded and on which payment method help here? 
Thanks, 
Suzy

Ben

Suzy Weightman: I think for us this would be solved with:
A) When completing a transaction with auto-refund a warning message comes up on the "Complete Transaction" popup before you click "Complete". On that box it could say (in bold) "You are about to refund £xx.xx to the customers PayPal account" or something to that effect. This would settle our minds that shop floor staff do not by accident double refund someone if they are not used to auto-refunds (at the moment we do not allow cashiers in the shop to refund web orders brought back to store for this reason).
B) On the box you have screenshot above, yes, it could be more obvious on there that it has just given the customer money back. A message in bold or red saying something like "This customer has been automatically refunded to their original Ecommerce payment method. No further action is needed." could be added.
This might all seem like overkill until there is a busy shop and varying cashiers who do not know the platform as well. Hope all makes sense.

Ben

Agreed. We have also wanted a more prominent confirmation/warning that the refund will go through. We currently don't allow our shop team to refund click & collects or exchanges for web orders where a part of it is a refund as we are concerned that they would not realise that a refund was going through. So only staff members trained in web returns currently process anything. If a clearer warning of refunding displayed we would be happier with more staff members using the feature (which would make things more efficient).