Customer Refunds and Claims

Returning money to the customer with SMRT is easy and flexible. The refund and claim feature allows you to process many different scenarios. Both functions allow you to return money to the customer in the form of cash, credit card and check. A claim also allows you to give a store credit to the customer, instead of money. Use the claim feature when the customer complains about your service, or you've ruined/lost a garment. Use the refund feature to undo a payment if the customer requested to pay for invoices using another method. For goodwill, you should use the store credit function. These functions are available to store managers and up.

 

Refund: Undo a payment

The refund button is available on each payment line under the customer’s payment tab. A refund is basically an undo button for a payment, always returning the full amount to the customer. The orders are also due for payment again. This allows you to process the payment using another method or credit card.

Cash refund
The cashbox will be opened and you’re expected to hand back the customer the amount shown on the screen.

Check refund
You’re expected to write a check for the same amount as shown on the screen.

Credit card refund
If the original payment was on a card, you can also return the payment amount to the same card. This is commonly used when the customer requests to use a different credit card. If the refund is processed the same day as the original payment transaction, the transaction is voided with the payment gateway and the charge never shown on the customer’s credit card statement. Otherwise a refund transaction in processed, which will show as a separate transaction on the customer’s credit card statement.

 

Claim: Credit a customer unhappy with service

The claim button is available on each order line under the customer’s payment tab. A claim allows you to give any amount of money or store credit to a customer if they’re unhappy with the service provided. You can also issue a claim in excess of the original sale if you need to replace a garment if it was ruined or lost. A claim is thought of as a loss to the business in SMRT’s accounting.

Store credit claim
Give the customer store credit for any amount as a result of them being unhappy with a specific order.

Cash claim
The cashbox will be opened and you’re expected to hand back the inputted amount to the customer.

Check claim
You’re expected to write a check for the inputted amount to the customer.

Credit card claim
You can issue a claim up to the amount of the original payment, on the same credit card. If you need to give the customer more than that, we recommend you give them a check instead. The reason for the limit is so that you cannot accidentally give a customer a lot of money on their credit card.

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