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Refunds and restocking

Last Updated: September 30, 2026

What it does

Refund appears on the payments card once the order has money on it to return. Selecting it swaps the card’s body for the refund form, inside the same panel and under the same header.

The form works line by line. Each refundable line offers a quantity up to what is left on it, and a sales line offers a tick beside the quantity that puts the units back into stock. The tick reads Restock on a line that has shipped and Cancel on one that has not. Under the lines are the category, a staff note, the refund method and, where the order has a customer email, an option to send a confirmation.

The amount is calculated from the lines you have chosen, with the items subtotal and the taxes shown above it. Overwrite it to refund less, which spreads a restocking fee across the lines, or more, which adds an amount attributed to no line.

Before you start

A closed order can still be refunded. A cancelled order cannot, so refund a purchase order before cancelling it.

The figure beside “Available to refund” is what has been paid less what has already come back. You cannot refund more than that.

Refunding never reopens what the order owes: the amount owed stays where the payments left it, and the refunded money is reported as credit instead.

Lucrii does not raise a credit note document itself. Where the Xero connector is syncing refunds, it writes one into Xero against the invoice.

How to use it

  1. Select Refund on the payments card.
  2. Enter a quantity against each line you are refunding.
  3. Tick Restock where the units are coming back onto your shelves, and choose a different location if they are not going back where they shipped from.
  4. Choose a reason from Customer request, Damaged, Suspected fraud, Goodwill, Not received, Shipping and Other. This is the reason the customer reads in their confirmation email.
  5. Add a staff note and choose the refund method. The staff note is internal and goes no further than the order.
  6. Check the amount, then confirm the refund.
  • Recording payments: The payments card records money received against a sales order or paid out on a purchase order.
  • Fulfilling and receiving: A fulfilment ships a sales order’s lines out of a location and receives a purchase order’s into one, with a lighter mark as fulfilled button for orders that move no stock.
  • Editing, duplicating, cancelling and deleting: Edit reopens the order form, and More Actions duplicates the order, cancels it or deletes it through Trash.

Changes