Refunds

Refund Overview

Refunds are provided to customers for various reasons, from price adjustment to accidental purposes.

Orders are a set of products, divided by order items. Each order item is one piece of the larger order. Whether you’re refunding an entire order, or specific order items, you may use your Freestone Client Administration portal to manage the refund process.

Refunding an Order

To provide a refund:

  1. Log into you Freestone™ Client Administration portal using the credentials provided by Peach New Media.
  2. Click on the Customers tab, located across the top of your screen.

  1. Navigate to the Orders pane, and enter the name of the customer, or the order ID number into the search field. The order(s) associated with the customer or the specific order will populate in the Order List. For this screenshot, Joe Smith will be used.

  1. Select the order that requires the refund by clicking on the order ID number in the Order List.

  1. The order information page will open when you’ve clicked the order ID number. You’ll see the Refunds section on the left of your screen. Click the Refund Order link to begin the refund process. NOTE: Some orders, like those placed with a check, may not be refunded through your Freestone Client Administration portal. The refund button is not visable if a refund cannot be provided.

  1. Refund Order opens the refund process page. Every item in an order is automatically selected for refunding, and the access to the product is revoked. Credit submission access is revoked where applicable.
    1. For an order with only one order item and no shipping:
      1. The columns in the table explain show various parts of the order.
      2. The Refund column contains a checkbox (or checkboxes) that allow you to select the order item that will be refunded. If the box is checked, money will be returned to the customer.
      3. The Order Item column contains information on the purchased product.
        1. The product name and a link to the information is on the first line.
        2. The date of the original event or product production date is on the second line.
        3. The original quantity purchased and original purchase price is on the third line.
      4. The Refund Amount column contains the dollar amount that will be returned to the customer. It is automatically populated to provide a full refund based on the original price of the product.
      5. A running Total to Refund (before taxes) will appear under the table. This is the amount that will be refunded to the customer, prior to the automatic calculation of taxes (if applicable).
      6. The Revoke Access/Credit checkbox allows you to remove the customer’s access to the products that will be refunded. Revoking access removes the program from the customer’s classroom. Revoking credit ensures the customer cannot submit for CE credit to be awarded.

  1. For an order with multiple order items, duplicate items, and/or shipping:
    1. The columns in the table explain show various parts of the order.
    2. The Refund column contains checkboxes that allow you to select the order item that will be refunded. If the box is checked, money will be returned to the customer. This column also contains shipping information. To maintain the original shipping fee, uncheck the box in the Refund column. To refund shipping, leave the box checked.
    3. The Order Item column contains information on the purchased product.
      1. ​The product name and a link to the information is on the first line.
      2. The date of the original event or product production date is on the second line.
      3. The original quantity purchased and original purchase price is on the third line. Notice in the example below, there are two CD-ROMs.
    4. The Refund Amount column contains the dollar amount that will be returned to the customer. It is automatically populated to provide a full refund based on the original price of the product. In this example, two CD-ROMs were purchased at $80.00 each. The Refund Amount is automatically at $160.00. To change this amount, simply click in the field under the Refund Amount column, and adjust the price, as seen below.
    5. A running Total to Refund (before taxes) will appear under the table. This is the amount that will be refunded to the customer, prior to the automatic calculation of taxes (if applicable). When you’ve adjusted the price in the Refund Amount column, the Total to Refund (before taxes) will immediately adjust, as seen below.
    6. The Revoke Access/Credit checkbox allows you to remove the customer’s access to the products that will be refunded. Revoking access removes the program from the customer’s classroom. Revoking credit ensures the customer cannot submit for CE credit to be awarded.

  1. To complete the refund process, click the gray Refund Order button. A popup will appear, alerting you that taxes may be added into the refund (if applicable). Click ok if you accept these terms.
  2. The original order is not replaced. A second, negative order is created for the customer. This is now visible on your screen. The item details, shown in the middle of your screen, will reflect negative numbers, as seen below.

Additional Tips

To provide a copy of the refund invoice, click on the Download Order Invoice (PDF) link. You may attach the PDF to an email to the customer.

Refunded orders will also appear in the Orders List on the main Customers page of your Freestone™ Client Administration portal. You’ll notice the negative numbers in the Total column, as shown below.