If a customer requests a refund for an entire order or specific order lines in Magento, you can follow these steps to process the refund.
Step 1: Locate the Order
Search for the relevant order in Magento.
Step 2: Access the Credit Memo
Click on Credit Memo, located in the upper-right corner of the order screen.
Step 3: Specify the Refund Items
Indicate which item(s) you want to refund. Refunds are always processed at 100%.
- If the order contains multiple product lines, ensure you only refund the amount for the selected product(s).
- Shipping costs remain valid for any remaining order lines and are not refunded.
Step 4: Confirm the Refund
Review the refund details carefully and click 
to finalize the process.
Step 5: Ad a note in original order
When you create a credit memo, please leave a ‘comment’ in the original order as to why the credit memo has been created and by whom (please leave initial).
Your note will then be visible at the bottom and finance can also see why the credit memo was created.
Important Notes
- Double-check the refund amount before completing the process.
- If in doubt, always consult with your colleagues to avoid errors.
Partial Refunds
If you are refunding only part of an order or a percentage of it, document this in the Excel file "Refunds". The Finance team will review and process the refund as soon as possible to ensure the customer is reimbursed.