Admin: Managing Returns and Refunds

Overview

Processing returns and refunds is a critical part of customer service. This guide will help you handle order refunds efficiently through the Admin portal.

Login to Admin Portal

1. Visit: https://admin.fluid.app/
2. Enter your email address associated with your account.
3. Retrieve the 6 digit code sent to your email and enter it.
4. You are now in your company's Fluid Admin portal. 

Accessing the Orders Section

Start by navigating to the Orders section:

1. On the left hand navigation, scroll down to the We-commerce section and click orders.
2. Select "Orders" from the submenu.

   
   Order Tab

   • Process one-time order refunds
   • Handle subscription refunds
   • View transaction history

Processing One-Time Order Refunds

Step 1: Find the Order

Use any of these search methods in the search bar:

• • Order number lookup
  • Customer name search
  • Email

Step 2: Process the Refund

In the order details page, you'll find the Refund button in the top right of the screen. Once clicked it will open up the refund window for that order. You now have two options to process the refund:

Adjust Order Using the Order Details:

• Select Quantity: If the user placed an order for two of the same products, but only returned one, you can choose quantity 1.
• CV: If you need to adjust how much CV to refund.
• QV: If you need to adjust how much QV to refund.
• Total: If you need to adjust the total to refund. 

Manual Refund:

• On the bottom right, you will see manual refund and you can select from:
  • All: Refund the entire order value.
  • Partial: Enter the refund amount.
  • Tax: Just refund the tax.
  • Product Cost: Just refund the value of the product. 

Complete Refund

1. Once all details are filled out:
   
   1. Provide a detailed reason.
   2. Click "Refund" in the top right corner to process.

Step 3: Documentation

Always add notes about:

• • Reason for refund
  • Customer communication
  • Special circumstances
  • Follow-up actions needed