Salesforce: Give refunds

What you need to do in advance

  • Ensure that the relevant Salesforce Commerce Cloud customer service roles have been assigned the Refund payment order permission.

  • You can only refund orders that are Open, New or Completed.

Refund a specific amount

  1. Log in to Salesforce Commerce Cloud Business Manager.

  2. Open Select a site, and select a site from the list.

  3. Go to Merchant Tools > Ordering > Customer Service Center.

  4. Find the order and open it.

  5. Select Refund payment from the More drop-down menu.

  6. Enter the amount and click Refund.

Refund order items

  1. Log in to Salesforce Commerce Cloud Business Manager.

  2. Open Select a site, and select a site from the list.

  3. Go to Merchant Tools > Ordering > Customer Service Center.

  4. Find the order and open it.

  5. Select Refund payment from the More drop-down menu.

  6. Enter the number of items to be refunded for the relevant lines and click Refund.

View Mollie refund status

View the refund status notifications your Salesforce Commerce Cloud storefront site has received from Mollie.

You can find additional information from Mollie in the Mollie log file.

  1. Log in to Salesforce Commerce Cloud Business Manager.

  2. Open Select a site, and select a site from the list.

  3. Go to Merchant Tools > Ordering > Orders.

  4. Find the order and open it.

  5. Select the Attributes tab.

    The status is displayed in the Refund status field.