How do I process refunds?
At some point someone is going to request a refund. The process varies a bit depending on which merchant gateway you're using. We'll take a look at all of your options in this document.
There are three processes that can happen in a refund, and the one you use will depend partly on your merchant gateway and partly on either you're doing a full or partial refund.
Full Refund, Initiated Inside EDD
Some payment gateways allow you to process refunds in your merchant account directly from the View Order Details screen of Easy Digital Downloads. Gateways that currently support this method are:
To issue a refund in this way
- Go to Downloads → Payment History
- Click View Order Details
- Set the Status to Refunded in the Update Payment box
- Check the Refund checkbox
- Update the Order
Now the refund will automatically happen, and then your EDD store will be informed of the refund and all records will be updated to reflect that refund. This includes sales / earnings stats, customer records, download links, and every other aspect of EDD that is affected by refunds.
NOTE: This section is only regarding processing 100% refunds, not partial refunds.
NOTE: When using any of the PayPal addons, if a refund fails it will leave a note.
Full Refund, Initiated at the Merchant Gateway
An alternative method is to initiate a refund from the merchant gateway administration panel. The process varies from gateway to gateway, their documentation should be clear about how it's done.
Gateways that support merchant-side refunds:
- Amazon Payments
Once the refund is initiated the gateway will inform your EDD store of the refund and all records will be updated to reflect that refund. This includes sales / earnings stats, customer records, download links, and every other aspect of EDD that is affected by refunds.
Partial Refund, Initiated at the Merchant Gateway
Easy Digital Downloads cannot process partial refunds at this time. if you need to process a partial refund it must be done manually.
- First use your merchant gateway admin panel to refund the amount needed.
- Second, update the payment record in your EDD store under Downloads → Payment History. This will automatically cause reports and customer records to be updated properly.
IMPORTANT: When you process a refund in PayPal, wait for 2-3 minutes for PayPal's IPN to communicate with your copy of Easy Digital Downloads before updating the record in your own store. If the payment is adjusted in Easy Digital Downloads before PayPal has processed it, a partial refund could result in the order being marked as wholly refunded instead of only partially refunded.