This could cost you some serious $$$ if you're doing it wrong and I bet you are!!!!
Did you know if a customer cancels a paid order before it is dispatched you cannot use the cancel order button! That's right you have to pick, pack & dispatch the order anyway. This is confirmed by neto you have to pick, pack then dispatch the order then go back to the order and add a note to it saying that you didn't actually pick, pack or dispatch it at all, then you can proceed to RMA the order and process the credit/ refund. Oh, and iv been advised you should also add a note to the RMA to say even though you picked, packed and dispatched the order you didn't actually do any of that...
So the order history shows the order as dispatched, the order status is dispatched and on the customers account page where they log in, it says dispatched causing all sorts of confusion. It's only when you dig into it and read the notes that you see the order was never actually dispatched.
WOW
The way we found this out was when we realised hundreds of our customers over the years had credits on their account!!! that they could go ahead and spend in our store. and all of this was because when a customer called and asked to cancel their order we went ahead and cancelled it. which detaches the payment from the order for some strange reason and adds it to their account for them to spend, despite the fact you will also process an RMA and refund the order. the customer will have the same amount on there account ready to spend!
This needs to be changed urgently. I spoke with a neto product owner last year on this but we have no timeline of when it will be fixed as it apparently requires a huge update. Not sure why they can't just stop the CANCEL button from detaching the payment from the order. That would solve the problem.
So this IDEA is to fix this huge problem Neto like to ignore. I urge you all to check your systems and how you are cancelling orders!
