How to refund a Shopware 6 order from a Zendesk ticket
By Jake Marsh · Updated
To refund a Shopware 6 order from Zendesk, install Creelwell for Shopware, open the customer's ticket, click the order and choose Refund. Enter the Amount, a reason that is saved on the refund in Shopware, and an optional ticket note, then click the Refund button with the amount. Shopware hands the refund to the payment method's extension, which sends the money back, and Creelwell logs the creelwell_refund tag on the ticket.
Before you start
- Shopware 6.4.12 or later.
- The Creelwell role needs
order_transaction_capture_refundcreate and update andorder_refund.editor. See how to create the Shopware integration. - Allow refunds must be on, and the agent must match Who may take actions.
- The payment must have a capture in Shopware, recorded by a payment extension that supports refunds.
Steps
- Open the ticket and click the order. Creelwell shows what was captured and what was already refunded.
- Choose Refund. If the button isn't there, the sidebar explains why under the order (see the table below).
- Enter the Amount in the order's currency. The form shows how much of the payment is left to refund through Shopware: enter all of it for a full refund, or less for a partial one.
- Write the reason. It is saved on the refund in Shopware.
- Add a note for the ticket (optional), for your team.
- Read the confirmation. It names the amount, the order, the customer and the payment method, and says the refund can't be undone.
- Click Refund with the amount. Nothing is sent before you do.
Which payments can be refunded
| Payment | Refund from Zendesk? | What to do instead |
|---|---|---|
| A payment method whose Shopware extension records captures and supports refunds | Yes | |
| Invoice, prepayment, cash on delivery | No Refund button | Return the money another way, then change the payment state to Refunded |
| Extensions that use their own refund screens | No Refund button | Refund with the provider, then change the payment state to Refunded |
If a payment method turns out not to support refunds, Creelwell cancels the refund record it created and tells you no money moved.
What happens after you confirm
| Where | What changes |
|---|---|
| Shopware | A refund against the payment's capture, with your reason |
| Payment provider | Sends the money back. Some finish later, and the refund shows as In progress until they confirm. A provider that declines leaves it as failed |
| Payment state | Depending on the extension, it may stay as it is. Change it to Refunded (partially) afterwards if it does |
| Stock | Unchanged. Refunds don't put items back in stock |
| Zendesk ticket | An internal note with the amount, the order and the agent, plus the creelwell_refund tag |
If Shopware's answer is lost, Creelwell reads the order again before telling you whether the refund happened. It never sends the same refund twice.
Control who can refund, and how much
| Setting | What it does |
|---|---|
| Who may take actions | admin (default), agent (everyone), custom role ids, or group:<id> |
| Allow refunds | Turns refunds on or off |
| Largest refund without an admin | In the order's currency. 0 means no limit for anyone allowed to refund |
These rules apply in the sidebar; the Shopware role is the hard limit. If only some agents should refund at all, give the integration a role without refunds, or restrict the app to those agents in Zendesk under Admin Center > Apps and integrations > Zendesk Support apps.
What it costs
Creelwell is $9 per agent per month on the Standard plan, billed monthly by Zendesk after a 14-day trial (Zendesk asks for a card at install). The Creelwell documentation has every setting.
Creelwell for Shopware
Shopware 6 orders on the ticket: refunds, state changes, comments and tracking, all logged. $9 a month per agent.
Questions
Why is there no Refund button on an order?
The payment has no capture in Shopware, as with invoice, prepayment or some extensions. The sidebar says so under the order.
What does "cannot refund through Shopware's refund API" mean?
The payment extension doesn't support Shopware refunds. Refund with the provider, then change the payment state to Refunded.
Is marking a payment as refunded the same as refunding it?
No. Changing the payment state to Refunded records it in Shopware only and moves no money. Use it when you returned the money another way.
Can a refund be undone?
No. That's why the confirmation says so and the button is shown as a danger action.
More Creelwell for Shopware guides
- How to change a Shopware order status from Zendesk
- How to create a Shopware 6 integration and API key for Zendesk
More Zendesk guides
- How to create a Zendesk ticket every month on a set day (Everytide)
- How to cancel a VTEX order from a Zendesk ticket (Feirawell for VTEX)
- How to change a HubSpot lifecycle stage from Zendesk (Clientwell)
- How to import old emails into Zendesk as tickets (Ferrywell)