Process a Refund

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To process an order refund and notify the payee:

  1. Once logged in to TouchNet, on the main menu bar, click Applications > Marketplace.
  2. On the left navigation menu, click Marketplace Home > [the Marketplace location where your store will be located, such as Arts & Sciences] > Stores > [your location, such as Art Gallery] > Refunds. The main Order Search page opens. Note: If you do not see the Refunds menu choice, check with your TouchNet administrator and ask them to grant you the Fulfiller with Cancel/Refund Rights Role.
  3. In the Order Number field, enter the Order number (Order ID).
  4. Click Run Search.
  5. After the order populates below, select Refund on the right side of the window, in the Action field.
  6. On the Next screen within the Refund area, in the New Quantity To Return field, select a quantity (e.g. 1, 2) and enter the total dollar amount of the refund in the Refund Amount box. Note: If this is a partial refund, do not change the Quantity and see the steps in the next section.
    Refund quantity
  7. Be sure to include a refund reason. This is helpful for both record keeping and it will appear in the email the customer receives alerting them to the refund.
  8. Click Process Refund. The amount is automatically refunded, and the payee is notified by email.

To process a partial refund and notify the payee:

  1. Follow the steps 1. through 5. (see above)
  2. Do not change the New Quantity To Return field. Instead, enter the amount in the Refund Amount field.
  3. Click Process Refund. You will see the total Refundable Amount change. The amount is automatically refunded, and the payee is notified by email.