How to Process a Refund in the circuly Operations Backend?

A typical situation in e-commerce is processing a refund for XYZ reasons. Subscription e-commerce is no different - your customers may demand a refund for any possible reason, from a broken product to a change of mind. No matter what the reason, we want to make sure that you are able to process refunds fast and in an efficient manner.

In the circuly operations backend, you have two options to process a refund

Option 1: Process a refund via Orders

This is your go-to solution for processing refunds as it gives you the option of processing a partial or full refund.

To process a refund:

  • Log in to your circuly operations backend.
  • Go to Orders, search the order (either use the search bar to narrow down on the results based on what information you have about the order such as customer name, order ID, email ID and so on or simply scroll through the list) and select the one that needs to be refunded.
  • Click on the order to display the order details.
  • Click on the three dots on the top right side of the screen next to the email icon.
  • Select Refund Order from the list.
  • In the Refund Order window select and fill the fields that apply to the refund and press the REFUND button.
  • Double check the refund amount - the refund amount is displayed on the REFUND button as REFUND x,xx €.


Quick guide on different options in the Refund Order window:

  • Toggle on either the Full refund or Use custom value field depending upon the nature and amount of refund.

    Full refund refunds the entire amount the customer has paid to you till now including all products under the same connected customer email.

    Use custom value, as the name suggests, allows you to fill in an amount of your choice. This is particularly handy when you want to deduct some incurred costs from the final refund amount such as repair and/or delivery costs.
  • Alternatively, if there are multiple products under the same connected customer email, you can select the product(s) by hovering over the box in the product field and clicking on it, till it shows a grey check mark. In this case, the final refund amount will be displayed on the REFUND button as REFUND X,xx €.
  • In the Message to customer field you can add a quick note that will be displayed in the invoice sent automatically to the customer receiving the refund via email.


Option 2: Process refund via Recurring Payments in Subscriptions

To process a refund:

  • Log in to your circuly operations backend.
  • Go to Subscriptions, search the subscription from the Subscription List (either use the search bar to narrow down on the results based on what information you have about the subscription such as customer name, order ID, email ID and so on or simply scroll through the list) and select the one that needs to be refunded.
  • Go to Recurring Payments. Under the Payment Settled field, successful payments are marked with green and upcoming payments are marked with yellow.
  • You can only refund payments that have been successfully completed.
  • To refund a payment click on the three dots and select Refund payment.
  • In the Refund Recurring Payment add the amount or toggle on the button for Full refund and add a quick note that will be displayed in the email to the customer.
  • Click on the REFUND button.
  • Double check the refund amount - the refund amount is displayed on the REFUND button as REFUND x,xx €.

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