Confirming If Order Was Refunded

Overview

You may need to double-check that an order was refunded when a customer claims that they didn't receive the payment back.

Solution

Check if you can access Customer Service in the left sidebar. You need to have ROLE_ADMIN added to your account for the option to be visible. Raise a support ticket mentioning the Order # for further assistance with this issue if you cannot access the menu option, or else proceed with the steps below.

1. Select the appropriate brand from the top-right corner in Symphony Manage.
2. Check if the order was refunded in Symphony:
   1. Navigate to Customer Service > Orders.
   2. Locate the required order and open it.
   3. Under the Payment and Invoice tab, scroll down to the Credit details section and check if the order was refunded according to the Transaction History.
      
      
      
      
3. If the customer still claims that they didn't receive the refund on the corresponding date, submit a request to Symphony Support including the Order #, and our Finance team will check if the payment went through.
   
   

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