How Do I Process a Refund?

In DecoGro, you can easily process full and partial refunds. To process a refund for an order that was paid online, go to the payments tab of the order. Click on the three blue dots dropdown next to the payment you'd like to refund, and select refund.

In the refund popup, you can select the amount to refund, and the reason for the refund.

Can I Refund a Payment at Any Time?

You can do a full or partial refund for any payment that was processed online through DecoGro payments, and has a successful status.

Payments that are still processing cannot be refunded. This is to protect your shop from potential fraud and scams. If you refund an ACH payment while it is still processing, and the initial payment fails, then you are at risk of being out of pocket for both the payment and the refund.

How Do I Deal with Refunds for Manual Payments?

Since manually recorded payments are not actually processed through DecoGro, you cannot process a refund through DecoGro. However, when you refund a payment outside of DecoGro, you can still record this for your records. There are two ways to do this.

• Record a Manual Transaction for a Negative Amount. The recommended method of recording a manual refund would be to add another transaction by clicking Record Manual Payment on the payment page and then entering a negative amount for how ever much money you are refunding the customer. You can also select how the refund was given (cash, check, etc.) and enter a description such as the reason for the refund.
  
  By recording manual refunds this way, you will always be able to see a record of when and how the payment was received, and when and how the refund was given.
  
• Delete a Manual Payment. You can always delete a manual payment to remove it from an order. We recommend only deleting a transaction that was recorded by mistake. If you delete transactions when you process a manual refund, then you will have no record of the original payment or the refund. To delete a manual payment, just click the three blue dots dropdown and select delete.
  
  

Can I Delete Payments That Were Processed Through DecoGro Payments?

No, you cannot delete payments that were made online through DecoGro. You can only refund them. You also cannot delete orders that have payments on them. This is to ensure that all records and data inside of DecoGro is accurate.