Handle returns and partial refunds
Track the request, item receipt and money return as separate steps.
Link the request to an order item
Record the order, item, quantity and reason. Returning one item in a multi-item order does not cancel the whole order. Review your published terms and item condition, and explain your decision to the customer.
Receiving an item and refunding differ
Record receipt time, condition and resale eligibility. Reconcile the refund amount with allocated discounts, quantity and applicable costs. Do not add damaged returns to sellable stock.
Close the case with payment evidence
Update the case after verifying the actual refund outcome. A note or button click alone does not prove a bank transfer. Retain the payment reference and operation result for follow-up.