Issuing refunds & cancelling online orders on Toggle
Note: Your payment gateway holds the payments for online orders made on your Toggle shop. Toggle just stores the order information and gift card balances.
This means refunds can only be done via your payment gateway.
Summary
Part 1: How to issue a refund:
Log into your Toggle account
Find the customer's order on Purchases > Orders
Copy the Merchant Transaction Reference (or note other identifying info)
Now log into your payment gateway on a new tab/ browser
Search the order using the reference (or using the other identifying info)
Issue the refund according to your payment gateway's procedure
Part 2: How to cancel the order:
Log into your Toggle account
Find the customer's order on Purchases > Orders
Click the red 'cancel order' button
Click yes when prompted if you want to cancel the order
More detail:
Issuing a full refund for an order
1 - In your Toggle dashboard, locate the order you wish to cancel under the Orders page.
2 - Click on the order
3 - Take a note of the Merchant Transaction Reference (or other customer information/contact details) to identify the relevant payment your Payment Gateway.
4 - Send the information into the Helpdesk as a ticket and the customer will be refunded.