Refunds

Learn more about refunds.

Refunds at the Order and Line Item level are handled by Digital River's Dashboard. The Salesforce Lightning app provides a Refunds button on the order. Clicking the Refunds button will redirect the user to the Order details page in the Dashboard. Detailed steps on initiating refunds are featured below.

Initiate refunds

To initiate a refund:

1. Go to the Order record for the completed fulfillment (that is, the Digital River Order State field on the order is marked Complete).

2. Click the dropdown menu and select Refunds.

3. Click Proceed. You will be redirected to the Digital River Order page on the Dashboard.

   

4. Click Create refund to initiate a refund. The following refund options are available:

   • Complete Order

   • Line Items

   • Shipping

   • Importer Duty

   • Importer Tax

   • Tax

5. Select your refund option and click Review and Submit.

6. Click Submit. Once the refund is initiated, the record is created in the Refund section of the Dashboard.

You must add service representatives to the permission set, DigitalRiver Connector – Refunds, before making a refund request.

Refunds can only be made for Orders that are already fulfilled.