Credit Memos allow the Marketplace Owner to provide a refund (directly or manually) back to the customer, provided the customer has paid for it and has been invoiced.

With this particular scenario, for a variety of reasons, the entire order may need to be refunded as a whole. In this instance, you do not need to go to each individual RMA and create a credit memo for each RMA.

Note that in this case, an RMA is not required to be submitted to action a refund. This can be done straight from the back-end if required.


  • The order needs to have been invoiced already to the customer

  • The order cannot have be in the Canceled status

Creating a Credit Memo for the entire order (as a Marketplace Owner)

  1. To create a Credit Memo straight, go to the back end as a Marketplace Owner and go to order details page from Sales > Orders > View.

  2. Refunding Offline
    If you are refunding the entire order offline (meaning you will pay the customer back outside of the platform) you can provide a credit memo directly from here.

    Refunding Online
    If you need to pay the customer back from their credit card (or any other direct refund payment gateway), then you will need to go to the invoice and do the credit memo from there.

    When the invoice loads, choose Credit Memo from this screen to have the online refund option available

  3. On the Credit Memo screen, it will automatically attempt to input the entire order for the refund. You can double check the qty of the products to ensure everything is refunded as necessary.

  4. Scroll down to the bottom and adjust the refund as necessary

    Subtotal - This is the subtotal for the products in the Qty to Refund
    Refund Shipping - Allows you to provide an additional refund amount for shipping as a separate line item
    Adjustment Refund - Allows you to provide additional funds to refund back to the customer
    Adjustment Fee - Allows you to remove a set amount of funds from the refund back to the customer
    Tax - This is the tax for the subtotal amount which is added on to the Grand Total to refund
    Credits Earned - If applicable, this will provide credits back to the customer for the refund (only if you have Rewards Points configured/installed).
    Grand Total - A sum of the entire refund back to the customer

    Ensure when updating Refund Shipping, Adjustment Refund and Adjustment Fee, that you Update Totals to get the latest Grand Total.

    You can also choose to email a copy of the Credit Memo to the customer so that they have it in their inbox as reference notification.

  5. When you are ready to provide the refund, you can select one of the following at the bottom:

    Refund Offline - this will simply mark the Refund as paid back to the customer. You will need to pay the customer back outside of the platform (eg Bank Transfer etc)
    Refund - This will directly pay the customer back immediately (depending on the payment method). Use this for Stripe Payments and you will not need to go into stripe to initiate the refund. This is not available if you selected to do the Credit Memo Offline from the Order view.

  6. The order status will then update to Closed when the refund has been action.

NOTE: The customer will be notified of the credit memo when actioned

NOTE: The vendors payout amounts will automatically be updated/deducted with the necessary refund. The order will also not appear in Pending Payouts if the order hasn't been paid yet to the vendor.

NOTE: If the vendor has already been paid for the order, then the vendors will need to transfer the funds back to the Marketplace Owner manually. There is no reconciliation once the vendors have been paid for the order. Consider this when actioning payout frequencies and refund policies.

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