The refund functionality allows you to process refunds for customer transactions directly from their profile. This comprehensive tool provides options for both full and partial refunds, as well as voiding transactions that haven't settled yet.

Step 1: Access Customer Search

1. Go to For Customers > Search.

Step 2: Find the Customer

1. Search for the specific customer using Customer ID, Transaction ID, Order ID, or customer name.

2. Click the customer's name in the search results to access their profile.

3. The customer profile will open showing various tabs including Customer Info, Delivery Info, Billing Address, Payment Info, Custom Values, Notes, and Logs.

Step 3: Access Order History

1. Look for the Orders section within the customer profile.

2. The order history will display a list of all orders associated with the customer.

3. Each order will show details including Order ID, Type, Products, Total, Processor, and Date.

4. Locate the specific order that needs to be refunded.

Step 4: Expand Order Details

1. Under the Orders section, click the Order ID for the order that needs to be refunded.

2. This will open the Order Details modal showing comprehensive order information.

3. The modal displays three tabs: Transactions, Products, and Fulfillments.

4. Select the Transactions tab to view all transactions associated with the order.

Step 5: Initiate the Refund Process

1. In the Transactions tab, locate the specific transaction that needs to be refunded.

2. Each row shows the amount of that individual charge, not the order total. An order paid by several charges lists each one separately.

3. Look for the Refund button in the Actions column for that transaction.

4. Click the Refund button to open the refund configuration modal.

Step 6: Configure Refund Settings

1. The modal shows a Refund Type dropdown listing only the types that apply to that charge, with the applicable one already selected: Refund when the charge still has an amount to return, Void when it is an approved authorization that was never captured, and External Refund otherwise.

2. Select the appropriate Refund Type:

   • Void: For an approved authorization that has not been captured yet. No amount configuration is needed — simply select Void and submit.

   • Refund: For an approved sale or capture that still has an amount left to return. Selecting this type reveals the amount configuration controls, capped at what is left on that specific charge.

   • External Refund: Updates the order status in the CRM only. No refund is sent to the payment processor — use this when the refund was processed outside of Admoji.

3. When Refund type is selected, configure the refund amount using any of the following:

   • Percentage buttons (10%, 20%, 30%, 40%, 50%).

   • Slider control for precise amounts.

   • Direct amount input field.

Step 7: Complete the Refund Process

1. Review all refund settings to ensure accuracy.

2. Verify the refund amount is correct and within the allowed limits.

3. Click the Submit button to process the refund.

4. The system will process the refund and display a confirmation message.

Refunding an Order Paid by Several Charges

A refund always goes out against one charge, so an order that was paid by several charges cannot be returned in full from a single transaction row. Use Refund Order instead: Admoji splits the amount across the order’s approved charges, oldest first, and sends one processor refund per charge.

1. Open the customer’s profile and click the Order ID to open the Order Details modal.

2. Click Refund Order. The amount defaults to everything the processor can still return on that order.

3. Adjust the amount with the field, the percentage buttons, or the slider if you only want to return part of it.

4. Click Submit.

If one of the charges declines, the refund stops there and the modal reports what happened: Refund partially completed with the amount that went through and the current order balance, and the amount field is refilled with the remainder so you can retry just that part. A charge still awaiting settlement shows Refund pending and blocks further refunds on the order until it settles.

Reprocessing a Declined Transaction

If a transaction was declined, you can re-attempt the charge directly from the same Transactions tab, without recreating the order.

1. Open the customer's profile and click the Order ID to open the Order Details modal.

2. Select the Transactions tab.

3. Find the declined transaction. In its Actions column, click Reprocess.

4. The system re-attempts the charge and shows the result. On success, it confirms the new order number; if it fails again, it reports the decline or error reason.