Add refund to quote/order

Managing refunds accurately is an important part of maintaining trust with your customers and keeping your financial records clean. DecoNetwork’s Business Hub makes it easy to issue both full and partial refunds directly against quotes and orders.

Whether you're correcting a mistake, handling a return, or adjusting a payment, this guide will walk you through the process step by step.

In This Article

• Prerequisites
• Why Add a Refund?
• Step 1: Open the Quote or Order
• Step 2: Access the Payments Area
• Step 3: Enter Refund Details
• Step 4: Process and Record the Refund
• Best-Practice Tips
• Troubleshooting
• FAQs
• Additional Resources

Prerequisites

Why Add a Refund?

Adding refunds directly in Business Hub helps you keep payment records accurate and makes it easier to manage customer service issues without leaving DecoNetwork.

• Keep records accurate so every refund is tracked alongside the original payment.
• Work more efficiently by handling refunds inside the same quote or order.
• Support customers clearly when correcting mistakes, returns, or overpayments.
• Control balances properly by deciding whether the refunded amount should become credit or return to the outstanding balance.

Step 1: Open the Quote or Order

Purpose: Go to the exact quote or order where the refund needs to be recorded.

1. Log into your DecoNetwork website.

2. Browse to Business Hub > Quotes or Business Hub > Orders.

   

3. Click View to load the quote or order you want to add a refund to.

   

   You can also click anywhere within a row to load the quote or order, except on the customer name. Clicking on the customer name loads the customer record.

Step 2: Access the Payments Area

Purpose: Review the recorded payments and start the refund from the same place where payment activity is tracked.

1. Click on the Payments tab.

   

2. Click on the Add Refund button.

   

   The Refund Details popup will be displayed.

   

Step 3: Enter Refund Details

Purpose: Specify the amount being refunded and decide how that refund should affect the quote or order balance.

1. Select a Refund Reason.

   
2. Enter extra information about the refund in the text box below the refund reason field. (Optional)

3. If you do not want the refund to be added back to the outstanding balance of the quote or order, tick the Add Credit With The Same Value checkbox.

   

4. Enter a Refund Amount against the payment(s).

   

   This can be the full amount already paid (the refundable amount), or part of the amount. You cannot enter an amount more than the refundable amount.

   (Note, an order can have multiple payments).

Step 4: Process and Record the Refund

Purpose: Complete the refund and make sure the transaction is recorded in the job history.

1. Click OK.
   • If the payment method is Credit Card, Business Hub communicates with the payment gateway to process the refund.
   • The refund is automatically recorded with a timestamp and is listed under the Payments tab along with the payment method, refunded amount and current payment status.
   • If the Add Credit With The Same Value checkbox was not checked, the refunded amount will be added back as the outstanding balance on the quote or order.

Best-Practice Tips

Troubleshooting

I can’t see the Add Refund button

• Make sure the quote or order already has a recorded payment.
• Check that your user group has permission to manage payments.

The refund amount will not save

• Make sure the amount entered does not exceed the refundable amount for that payment.
• Check that the refund has been entered against the correct payment line.

The balance changed unexpectedly after the refund

• Review whether Add Credit With The Same Value was selected when the refund was created.
• If it was not selected, the refunded amount is returned to the outstanding balance.

The gateway refund did not go through

• Confirm that your payment gateway is configured correctly.
• Check the gateway response or logs for more detail about the failure.

FAQs

Can I issue a partial refund?

Yes. You can refund part of a payment as long as the amount does not exceed what is available to refund.

Can I refund more than one payment on the same order?

Yes. If multiple payments have been recorded, you can enter refund amounts against the relevant payment entries.

What happens if I refund without adding matching credit?

The refunded amount is added back to the outstanding balance of the quote or order.

Is the refund saved in the job history?

Yes. The refund is recorded in the Payments tab so it can be reviewed later.

Additional Resources

• Add refund to quote/order
• Record Payments
• DecoPay Setup, Testing Mode, and Payment Management