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Refund orders paid by credit card (Stripe integration)

Overview​

You can process refunds for orders paid via Stripe credit card payment directly within DEXTRE from the Order Management of the Maker App.

Purpose​

The purpose is to execute refund processes for orders paid via Stripe integration starting from operations on DEXTRE, and to centrally manage the control and audit trail of refund responses. By standardizing the operations for full and partial refunds, we maintain the integrity of refund amounts while standardizing refund tasks.

Feature Description​

The refund process in this feature involves issuing a refund instruction to Stripe triggered by an order operation on DEXTRE, and does not involve directly operating the Stripe dashboard.

Target Payment​

Orders paid via Stripe credit card payment are eligible, and refund processing can be performed directly from Order Management on DEXTRE.

Prerequisites for Executing Refunds​

Refund operations can be performed for orders received with the "Stripe Credit Card Payment Add-on (Paid) " enabled.
Note that even if the add-on contract has been canceled, refunds can be executed using the same procedure if the add-on was active at the time of payment.

Types of Refunds​

There are two types of refunds: full refunds performed by "rejecting the order", and partial refunds performed by adjusting amounts or quantities via "Create OC / Update OC".
By using them according to the purpose of the operation, the refund amount appropriate for the situation will be reflected on both the Stripe side and the order information on DEXTRE.

Mechanism of Full Refund​

A full refund is executed simultaneously with the operation of "Rejecting (canceling)" the corresponding order.
As a result, the Stripe payment amount is fully refunded, and the order status is updated to "Order Rejected".

Mechanism of Partial Refund​

A partial refund is executed when the content is saved after reducing the amount or quantity of ordered items via "Create OC / Update OC".
The difference is refunded, and the order amount is reflected in a state consistent with the amount after the change.

Instructions​

Full Refund (Cancel Order)​

warning

If a "Billing Invoice" or "Delivery Invoice" related to the target order has been created, the "Reject This Order" button will not be displayed, and refund processing cannot be performed.
Please delete the related "Billing Invoice" and "Delivery Invoice" before performing this operation.

Also, upon confirming the order confirmation, "Billing Invoice" and "Payment Confirmation" are automatically created.
When deleting the "Billing Invoice", please also delete the "Payment Confirmation".

If "Paid Undelivered SKU" has been created, the "Reject This Order" button will also not appear.
Please note that "Add to Paid Undelivered SKU List" is an irreversible operation.

Move to the refund screen​

  1. Click Transactions menu > Order Management.
    The "Order Management" page will open.
  2. Search for the order to refund
    You can search for the target order using various items.
  3. Click the Details button of the order to be refunded.
    You will be redirected to the "Order Detail" page.

Execute Refund (Cancel Order)​

  1. Check the displayed "Transaction Details" and click the Reject This Order button.
    The "Reject The Order" modal will appear.

  2. Configure notification to the buyer after execution.

    • Turn Notification-Sending On or Off
      Specify "Enable" or "Disable" with the toggle button.

      • Enable: Sends a notification email to the buyer from DEXTRE. You can enter the mail body at the same time.
      • Disable: No notification email will be sent to the buyer.

    • Mail Body
      Displayed when "Turn Notification-Sending On or Off" is enabled.
      You can enter a message for the notification email to the buyer.
      It is also possible to send with it empty.

  3. Click the Reject button. * This action cannot be undone.

    Rejects (cancels) the order and fully refunds the payment made by credit card.
    If the notification setting to the buyer was enabled, a notification email will be sent to the buyer.

Partial Refund (Change Order Content)​

Move to the refund screen​

  1. Click Transactions menu > Order Management.
    The "Order Management" page will open.
  2. Search for the order to refund
    You can search for the target order using various items.
  3. Click the Create OC or Update OC button of the order to be refunded.
    You will be redirected to the "Create OC" or "Update OC" page.

Partial Refund (Create/Update Order Confirmation)​

  1. Change the order content to reduce the order amount.

    On the "Create OC/Update OC" page, you can change the order amount mainly in the following 3 ways.

    • Transaction Condition: Change the "Ratio or Percent Off" and click the Apply this condition to all products button to change the transaction conditions for the entire order.
    • Order Items (Quantity): You can change the ordered quantity for each product (SKU).
    • Order Items (Transaction Condition / Price):
      You can change the "Transaction Condition" and "Price" for each product.
      To change the Price directly, switch to "Pricing Method: Manual Price Settings (Without Options)".

    * If Upper Limit for Total Amount is highlighted in red, it is set to an amount exceeding the order amount.
    Please check if there are any errors in the settings.

    warning

    For "Create OC / Update OC" of orders via Stripe credit card payment, it is not possible to update with an amount exceeding the order amount at the time of payment.
    Also, please note that if there is a history of partial refunds in the past, operations exceeding the amount after the partial refund cannot be performed.

    As long as it does not exceed the "Upper Limit for Total Amount", it is possible to add products.

    (e.g.) When reducing the ordered quantity of "10,000 JPY" by 1 point

    • If it is a product of "10,000 JPY" or less, you can add a new one even if it is a different model number.
    • It is also possible to add "2 points" of "5,000 JPY" products.

  2. Click the Next button to move to the preview screen.
    * If you cannot click, please check if "Upper Limit for Total Amount" is highlighted in red.

  3. Check the displayed content and click the Create or Update button. * This action cannot be undone.

    Changes the order content and refunds the payment by credit card according to the amount after the change.

Important Notes​

Refund operations cannot be undone​

Once executed, "full refunds" and "partial refunds" cannot be undone from DEXTRE.
Please check carefully before execution.

The limit for partial refund is the "Order amount at the time of payment"​

Due to credit card payment specifications, it is not possible to change to an amount exceeding the total payment amount at the time of order.
If a partial refund has been made previously, the remaining balance at that time becomes the new limit.

If "Upper Limit for Total Amount" is highlighted in red on the editing screen, the process cannot be executed due to the excess amount.
Please reduce the quantity or change to a cheaper product.

As long as the total amount does not exceed the limit, it is possible to replace (exchange) products.

  • OK: Delete Product A of 10,000 JPY and add Product B of 8,000 JPY (Difference of 2,000 JPY will be refunded).
  • NG: Delete Product A of 10,000 JPY and add Product B of 12,000 JPY (Error due to exceeding the limit).

Related documents must be deleted for refunds​

If the "Reject This Order" button or "Make The Order Confirmation Editable" button is not displayed, the following documents may have already been issued.
Please delete them before performing the operation.

  • Delivery Invoice
  • Billing Invoice
  • Payment Confirmation

If "Paid Undelivered SKU" has been created, orders added to the "Paid Undelivered SKU" list cannot reject the order itself (full refund).
Please check carefully before adding to the list as this operation cannot be undone.

About notification of refund completion​

If "Turn Notification-Sending On or Off" is disabled at the time of full refund, the system will not automatically send a refund notification.
Please contact the buyer separately by email etc. if necessary.