A portal cancellation or credit note is separate from returning money to the customer.

Review the order

  1. Open the paid order from Orders > Open Orders, or find it using order search.
  2. Review the items, payment records and any gift cards.
  3. Use GOTO REFUND ORDER when a credit/refund needs to be recorded.
  4. Add the appropriate items and quantities to the credit note.
  5. Review the amounts and stock implications.
  6. Click Create Credit Note when the details are correct.

The refund workflow records the credit and updates the order. Refunding gift-card items can cancel their vouchers, so check whether a voucher has already been issued or used.

The order can also offer GOTO CANCEL ORDER ONLY. Read that screen carefully; it is not a substitute for recording and arranging a monetary refund.

Return the money

For a gateway payment, process the refund using the provider's supported refund process. For EFT, arrange the bank refund directly. The portal's credit-note action does not perform the gateway or bank transfer.

Contact the customer and retain the refund reference. Do not assume the cancellation sends an automatic email.

Cancelled orders can be reviewed from the sales reporting section.