How to refund a BigCommerce order from a Zendesk ticket

To refund a BigCommerce order without leaving Zendesk, install Trolleywell, open the customer's ticket, open the order in the sidebar and click Refund. Pick item quantities, shipping or a custom amount, give a reason, and click Get refund quote. Choose Back to the original payment or Record as refunded offline, read the confirmation and click Refund. The ticket gets an internal note and the trolleywell_refund tag.

Before you start

• The BigCommerce API account needs the Orders: modify scope. With Orders read-only, the sidebar names the missing scope; edit the same API account in BigCommerce to add it, and the token stays the same.
• Allow refunds must be on in Trolleywell's settings, and the agent must be in Who may take actions.
• Refunds work on tickets only. New tickets and user profiles are read-only.

Steps

1. Open the order. Trolleywell lists the requester's orders, matched by every email on their Zendesk profile and their BigCommerce customer accounts. No match? Type the order number in the lookup box.
2. Click Refund.
3. Pick what to refund:
   • a quantity per item,
   • shipping per shipping address, or
   • a custom amount, for a goodwill or price adjustment at order level, refunded without tax.
4. Give a reason. It's saved on the refund in BigCommerce with the ticket number.
5. Click Get refund quote. BigCommerce works out the amount and tax and lists the ways the money can go back. Nothing changes yet.
6. Pick a way: Back to the original payment (through the payment provider), or Record as refunded offline when you return the money another way.
7. Read the confirmation and click Refund. If you change what you picked after the quote, get a new quote first.

When only offline refunds are offered

BigCommerce decides which refund methods an order allows, and Trolleywell shows the reason it gives. Offline is the only option for orders paid by bank deposit, cash on delivery or check, and can be for providers that allow only one online refund per order. Some providers only refund settled payments; BigCommerce says so when you ask for the quote.

What happens after you click Refund

Why Refund is greyed out

The red box under the form says why. The usual reasons:

• No quote yet, or the pick changed after the quote.
• The amount is more than what is left on the order.
• The amount is over Largest refund without an admin. Admins have no limit; 0 means no limit for anyone.
• No reason given.

Set who can refund

What it costs

Trolleywell for BigCommerce is $9 per agent per month on the Standard plan, with every feature, billed monthly by Zendesk. There's a 14-day free trial; Zendesk asks for a card at install. The full reference is in the Trolleywell documentation.