How to create a Magento 2 credit memo from a Zendesk ticket
By Jake Marsh · Updated
To create a Magento 2 credit memo from Zendesk, install Satchelwell, open the customer's ticket, click the order in the sidebar and click Refund. Enter the quantities to refund per line, any shipping and adjustments, and a reason, then pick Refund online or Offline credit memo and click the confirm button, such as "Refund $49.00". Magento creates the credit memo, and the ticket gets an internal note and the satchelwell_refund tag.
Before you start
- The Magento integration needs the Sales > Operations > Credit Memos resource. Without it, refunds aren't possible.
- In Satchelwell's settings, Allow refunds must be on, and the agent must be in Who may take actions (
adminby default). - Largest refund without an admin caps refunds for everyone but admins, in the order's currency. 0 removes the limit.
- The order needs something left to refund. Magento refuses any credit memo above what is left on the order.
Steps
- Open the ticket. Satchelwell lists the requester's orders, matched by every email on their Zendesk profile, guest checkouts included. To find another order, type its number or an email in the box at the bottom.
- Click the order, then Refund. The Refund (credit memo) panel shows how much is left to refund.
- Pick what to refund. Each line shows its price each and "Up to" the quantity you can still refund. Enter a quantity per line.
- Add shipping and adjustments if needed (table below).
- Type the Reason (saved on the credit memo), such as "arrived damaged".
- Pick how the money goes back (next section).
- Choose the options: Return the refunded items to stock and Email the credit memo to the customer.
- Add a Note for the ticket (optional) and click the confirm button.
Refund fields
| Field | What it does |
|---|---|
| Line quantities | Refund some or all units of each item |
| Refund shipping | Up to the shipping still refundable on the order |
| Adjustment refund | An extra amount on top of the lines, or the whole refund when no line is picked |
| Adjustment fee | Kept back, for example a restocking fee |
| Reason (saved on the credit memo) | Saved in Magento with the credit memo |
The total is worked out by Magento from the lines, tax, discounts, shipping and adjustments. The panel shows Satchelwell's estimate, which can differ by a cent or two.
Online or offline
| Choice | What happens |
|---|---|
| Refund online through (the order's payment method by name) | Magento asks the payment method on the order's paid invoice to send the money back. If the payment method declines, Magento refuses the credit memo and nothing changes. |
| Offline credit memo | Records the refund for money you return another way. Nothing is sent to the payment method. |
Online is offered only when the order has a paid invoice with a transaction to refund against. Otherwise the panel says so and only offline is available.
What happens after you confirm
| Where | What changes |
|---|---|
| Magento order | A credit memo for the lines, shipping and adjustments. A full refund closes the order. The credit memo's comment carries the Zendesk ticket number. |
| Stock | Refunded items go back to stock if you ticked it |
| Customer's inbox | The credit memo email, if you ticked it, with your store's template |
| Zendesk ticket | An internal note describing the refund and the satchelwell_refund tag |
If the store's answer gets lost, Satchelwell doesn't send the refund again on its own. It reads the order again and reports success if the credit memo is there, or that nothing changed so the agent can try again. Magento's own guide to credit memos explains how they work in the admin.
What it costs
Satchelwell is $5 per agent per month on the Standard plan, with every feature: orders on tickets and user profiles, credit memos online or offline, cancel, hold and release, comments, email resends, role and amount limits, store views per brand and up to three Magento installations. It has a 14-day free trial; Zendesk asks for a card at install and bills monthly. The full reference is in the Satchelwell documentation.
Satchelwell for Magento and Adobe Commerce
Magento orders on the ticket: refund, cancel, hold, comment and resend emails, all logged. $5 a month per agent.
Questions
Can I refund only part of a Magento order?
Yes. Refund some lines or units, or leave the lines empty and enter an Adjustment refund for a goodwill amount.
Can I keep back a restocking fee?
Yes. Enter it under Adjustment fee. It's subtracted from the refund.
Why is the online refund option greyed out?
The order has no paid invoice with a transaction to refund online. Use an offline credit memo if you return the money another way.
Does canceling an order refund the customer?
No. Cancel covers only what isn't invoiced yet and doesn't refund the amount already invoiced. Create a credit memo for that part.
More Satchelwell for Magento and Adobe Commerce guides
- How to cancel or hold a Magento order from a Zendesk ticket
- How to create a Magento 2 integration access token for Zendesk