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Thread: Ad-hoc refund vs order editing

  1. 02-16-2010, 03:28 PM #1
    donttryathome is offline Senior Member
    Join Date
    Apr 2009
    Posts
    171

    Default Ad-hoc refund vs order editing

    We're facing a situation now where our inventory count on some items doesn't match the actual number of items in our warehouse. Until we can get a hand count on the items in the warehouse we're having to "backorder" these items.

    Which is the better method for resolving this:

    Do an ad-hoc refund for the amount of the backordered items.

    or

    Edit the order to reflect the actual number of items available.

    Are there pros or cons to doing it either way?

    Thanks!
  2. 02-16-2010, 05:56 PM #2
    ASPAlfred is offline Senior Member
    Join Date
    Nov 2007
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    2,244

    Default

    Not quite sure yet...the ad-hoc refund was designed for partial refunds yes, but if you really need to just edit the order, the edit order is best. it will actually rebuild a new order completely so there is a good order history trail
  3. 02-17-2010, 08:28 AM #3
    Mike The Last Boyscout is offline User
    Join Date
    Nov 2008
    Posts
    254

    Default

    If you do an ad-hoc refund the software will not adjust the inventory at all, it just makes a child order for the refund.

    If you would like to properly update inventory levels and want to ensure everything is matched up, you probably want to use the option that actually changes the inventory to match the order, and therefore would want to edit the order.

    So you know, to qualify to be edited, orders must (taken from our online manual):

    - Not contain gift cards
    - Not contain gift registry items
    - Have a single shipping address
    - Not have recurring items
    - Not have been previously edited
    - Not have had the download email sent (if a digital product)
    - Not been marked as shipped
    - Not have had the distributor email sent
    - Not be a PayPal or PayPal Express order
    - Not have been placed by the same admin account that is trying to edit the order
  4. 02-18-2010, 11:40 AM #4
    donttryathome is offline Senior Member
    Join Date
    Apr 2009
    Posts
    171

    Default

    One thing we're noticing now, since we've started editing orders instead of using ad-hoc refund.

    We have to re-enter customer payment information after editing the order and this is causing TWO charges to appear on the customer's credit card. The first one, of course, is only pending as it was AUTH only but now we're getting calls from customers who are angry that we charged them twice. Even when we explain to them that the first "charge" isn't actually a charge, and that it will disappear, they're angry that they don't have access to those funds until the AUTH charge disappears.

    It seems a little counter-intuitive to call it "order editing" when you're really creating a brand new order and charging their card a second time.

    How do other stores deal with this?