Completing a Return in Payments Powered by OEC

KB Article #7929

Customers can be refunded for any full or partial order where payment was sent using Payments Powered by OEC.

Viewing Payment Activity on an Order

Open an order to see an overview of payment activity. There are three Payment Detail Lines summarized after the Total:

Payment collected – Total amount collected for the order.
Returned amount – Amount returned. Until a return is processed, the amount will be $0.00. If applicable, restocking fees are automatically subtracted.
Net invoice amount – Amount reflected on the invoice if a return is processed.

To initiate a return:

From the Payments tab, find the order in the Transactions section. If needed:
1. Use the Search Transactions bar to search for the transaction.
2. Use the drop-down menu to filter by a specific timeframe.
Click the icon in the Return column for the line item.
Details of the transaction will prefill based on the transaction, including:
- Buyer Information
- Payment Method and Expiration fields
- Invoice, P.O., and Order numbers
- Email Receipt
Enter the amount that needs to be refunded in the Amount field.
Update the Authorized by field if needed.
To attach files for your customer to review:
1. Click Choose File.
2. Select a file from your computer and click Open.
  1. Note: If an error message displays, view Attachment Errors for assistance.
3. To remove a file, click the X on the attachment icon.
Enter a Return Memo for your customer, such as information on restocking fees.
When ready, click Submit.

A success message displays once submitted. The return displays at the top of the Transactions list.

If a file cannot be attached, an error message displays briefly. If you see an error message, try the following:

Error Message	Problem	Solution
[File Name] has exceed size limit 3 MB.	The files are too large.	Check the size of the files on your computer. Resize them if needed, then click Upload File to retry the upload.
Max limit of 3 files has been reached.	You cannot attach more than three files to the order.	Remove a file before adding a new one.
File with format type [type] is not allowed to be uploaded.	Only the following file types are allowed: .jpg, .png, .pdf, .csv, .txt, .doc, .docx, .xls, .xlsx.	Save the file in an accepted format on your computer, then click Upload File to retry the upload.
File with name [filename.png] has already been uploaded.	You might be uploading a file that is already attached and do not need to attach it again.	Choose a different file to upload, if needed.