Hi folks,

I'm hoping some folks can shed some light on how to properly handle refunds within InfusionSoft. I've found it to be incredibly complex and confusing.

First of all, I can see that I can go into an order and refund a card. I understand the difference between void and refund. But this whole notion of providing a credit is just plain strange. If I select the option to provide a credit, (See attached picture 1) it gets back to a zero balance, but basically it still looks like the customer keeps the product. (See attached picture 2) And in reports, it still looks like I sold that product. Why doesn't InfusionSoft just record that the product has been returned and the money given back?

I have a customer that is requesting written confirmation of a refund and the credit that is on here makes it all very strange. Perhaps I should eliminate the credit?

My primary concern today is the financial side of this, but another concern is the fact that I would have to manually pull people out of various follow-up sequences and change tagging to really make sure that the customer does not get treated the same way that other (non-refunded) customers get treated.

To summarize, does anyone have a specific process for doing a refund? Some guidance on when to issue the credit and when not to? Thanks in advance!

-Chris Austin