Enter a direct-to-consumer refund with change in dollar amount and quantity (after the order is shipped)

Learn how to enter a direct-to-consumer refund with a change in dollar amount and quantity after the order is shipped.

This process is for entering a direct-to-consumer refund with a change in dollar amount and quantity after the order has shipped. For example, the customer originally ordered two bottles for $200. Now, they are requesting a refund on one bottle because it was damaged or spoiled. You choose to send them another bottle free of charge and refund them for the bottle that was damaged.

Create a new order with a price of $0 and a quantity of 1.
Make sure the status is Sent to fulfillment, since you will need to send out the new bottle.
Edit the original order to reflect the refunded dollar amount.

The net sales will equal $100, and the net quantity will be 3. If the first order was placed in a reporting period that has now come to an end, you may need to file an amended return.

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