FarApp is able to sync a refund from the storefront to NetSuite, or from NetSuite to the storefront, but there are some best practices to keep in mind:
- If the storefront is a marketplace, such as Amazon or eBay, the best practice is to perform the refund in the storefront and have FarApp sync the refund to NetSuite. This is because, if a customer wants a refund, they can request/perform the refund themselves in the marketplace site.
- If the storefront is a cart, such as Shopify or Magento, the best practice is to perform the refund in NetSuite and have FarApp sync the refund to the storefront. This is because, if a customer wants a refund, they have to message the team that runs the site to request a refund directly.
*Note: If you are using our Jet connector, Jet has a unique refund process. Please see https://support.farapp.com/hc/en-us/articles/230172508-Issuing-Refunds-in-Jet for more information.
Set Up Process
- If you would like to setup refund sync, please contact FarApp and let us know which direction you would like us to sync refunds for a given connector: NetSuite to storefront or storefront to NetSuite Please also provide us with the Order ID of an order you have already refunded that you would like us to sync for you. After we are able to sync this first refund, and you confirm that everything looks correct with it, we will turn on your processes that allow refunds to sync automatically.
- Please see this screen for configuring assorted settings on your refund sync: https://app.farapp.com/settings#/marketplace_cart_settings/other_transactions_sync/refund_sync
- Should I select "When a refund is detected in the storefront, only sync a cash refund against a matching record in NetSuite. Applies to all channels/accounts." and "When a refund is detected in the storefront, only sync a return authorization against a matching record in NetSuite. Applies to all channels/accounts."?
- Usually you should leave both of these unchecked. FarApp will automatically detect whether it should sync a credit memo or cash refund and sync against the appropriate transaction in NetSuite.
- What effect will your Refund Sync actually achieve in NetSuite?
- It has the same effect as if you were to click the "Refund" button in NetSuite. If an order has a Cash Sale, but no refund, when you click the "Refund" button, NetSuite will create a Cash Refund, just like FarApp will do with its Refund Sync. If an order has an Invoice, but no refund, when you click the "Refund" button, NetSuite will create a Credit Memo, just like FarApp will do with its Refund Sync.
- How do RMAs fit into this process?
- Normally, if you are going to be doing the RMA and receiving in NetSuite, we recommend that you issue the refund in NetSuite and we sync the refund to the storefront and not the other way around. That's the leading practice for carts, but not for marketplaces.
- If we do the refund in NetSuite can you please confirm if physical payment is processed back to customer?
- Yes, the refund sync to your cart will issue the financial refund to the customer.
- If a customer pays with their Gift Card, would the refund be returned to their Gift Card?
- Right now we cannot issue a refund and then create an order in the storefront for an equal amount purchasing a gift card. To do so would require our refund code to create an order for a completely unrelated item from the refund (a gift card in this case). However, we can refund to store credit. We would need to know from you how you indicate on the refund in NetSuite that it should be a store credit refund. This way we can configure your settings to override the refund payment method.
- We often will give the customer a store credit. What is the best process for managing this type of refund?
- Please see the answer above for more details. We need a method on your refund in NetSuite for determining whether an order should be refunded as store credit instead of a refund to the original payment method on the order. Usually the best way to communicate this is by using a custom field you set up for this purpose. Please open a ticket and let us know what the field ID for this field is if you would like to set this up.
Answers Coming Soon:
- We offer our customers Afterpay as a payment method. How would a refund be handled in this situation?
- What if we wanted to refund in a different payment method to what was on the original sale? is this possible?