Infigo lets you record full and partial refunds against an order so that the order totals and storefront reporting stay accurate. However, recording a refund in Infigo is not the same as sending money back to the customer.
For card payments made through gateways such as Stripe or Authorize.net, the recommended process is:
- update the refund in Infigo so your order values and reports are correct
- complete the actual financial refund in the payment gateway
It is important to note that cancelling an order does not automatically refund it. If an order is cancelled whilst in your workflow, you should not assume the customer has been refunded unless the refund has also been processed.
Infigo also does not provide a built-in refund email template at the time of writing, so customers are not automatically notified when you record a refund in the admin area.
Key settings and behaviors
- Sales > Orders > View > Refund / Partial Refund
Use these options to adjust the refund amount on the order in Infigo. This keeps order totals and reporting in sync.
- Payment gateway dashboard
Use your payment gateway to return the funds to the customer. For Stripe, the refund should be completed in Stripe. The same principle applies to other gateways where the payment is actually captured outside Infigo.
- Approval workflow cancellations
A cancelled order is not automatically a refunded order. A refund must still be actioned separately.
- Partial refunds
Partial refunds are a manual process. You should record the partial refund in Infigo and also complete it in the payment gateway.
Use cases
Full refund for a cancelled paid order
A customer pays for an order, but the order is later cancelled. You record the refund in Infigo so the order totals are correct, then issue the full refund in the payment gateway.
Partial refund for a pricing or budget adjustment
An order needs a small amount refunded because a budget, discount, or approval-related change was not applied at the time of purchase. You update the partial refund in Infigo and then process the same partial refund in the gateway.
Rejected approval workflow order
An order is rejected during approval and then cancelled. Since cancellation alone does not refund the payment, you must still issue the refund separately.
Reporting reconciliation
Your finance team processes a refund directly in the payment gateway, but you also want storefront reports to reflect the refunded amount. You record the refund in Infigo so reporting stays accurate.
Step-by-step implementation guide
- Open the order in Infigo
Go to Sales > Orders and open the paid order you want to refund.
- Decide whether the refund is full or partial
Confirm exactly how much should be refunded before making any changes.
- Record the refund in Infigo
Use Refund or Partial Refund on the order to update the order values inside Infigo.
This step is used to keep storefront records and reporting accurate.
- Process the actual refund in your payment gateway
Sign in to the payment gateway that took the payment and complete the refund there.
For example, if the order was paid through Stripe, process the refund in Stripe.
- Check that both sides match
Make sure the refund amount in the gateway matches the amount you recorded in Infigo. This helps avoid reporting or reconciliation issues.
- Notify the customer manually if needed
Infigo does not provide a built-in refund email template for this process. If your gateway does not notify the customer automatically, send a separate message outside the storefront.
- Review approval-workflow orders carefully
If the order was cancelled as part of an approval workflow, confirm that the refund has actually been completed. Cancellation alone does not automatically return funds.