Cash back - How to use

When a customer cancels an order or returns/complains about products, you don't have to contact him to get the bank account number for a simple money transfer. If the customer paid for the order via a payment system (e.g. IdoPay, PayU, Przelewy24, imoje), the cash back itself can be done much faster and easier from the administration panel.

Thanks to the cash back functionality, you'll save time on payment refund processing, because the payment order will be processed directly in the IdoSell Shop panel. You don't have to log in to the operator panel or contact the customer to get the account number.

When can you use cash back?

The automatic cash back option is available on the order or return/complaint card when:

1. the customer has made a payment through the payment system you provide on the store
2. the payment is automatically credited, i.e. accepted by the system
3. payment system, which you use on the store has a cash back function. The list of current payment systems with cash back option can be found here.

Cash back is therefore not available for COD orders or orders paid by regular Bank Transfer.

How does cash back work?

After selecting automatic cash back in the IdoSell Shop panel, the system sends a withdrawal request to the operator. Then, in the payment details, you will see the status "Processed by an external service". This means that the operator has received the withdrawal request.

Once the operator confirms that the refund has been processed, then the payout declaration in the panel will automatically change to "paid" status.

Refunds on orders

You can order cash back on an order only if the order is not yet processed, i.e. it is not marked as "sent/collected" or "cancelled/false".

The process of ordering cash back in this case looks as follows:

1. In the payment details on the order tab next to the accepted payment, select [make an automatic refund].

#The system will ask you if you want it to be a full refund or a partial refund. If you choose partial, there will be an option to indicate a specific amount.

1. After confirmation, you will see a pending statement with the status "processed by external service". This means that the order has been sent and accepted for processing by the operator.
2. After operator feedback, when the refund is actually executed, the declaration will change the status to "paid".

The time after which the status of a cash back declaration changes to "paid" depends on the operator. In case of IdoPay payment system it may take from few to several minutes (up to one hour maximum).

Return of funds on the return/complaint card

When the customer's order is already shipped/received, then you can perform the cash back operation on the created return or claim card.

The cash back order process in this case is as follows:

1. In the payment details select the option "Add withdrawal".
2. The system will ask whether you want to perform a cash back operation or add a standard (ordinary) withdrawal. Confirm the cash back selection.
3. A cash back withdrawal statement will be added, which still needs to be confirmed by selecting [order automatic refund].
4. Cash back will be ordered and the status "processed by external service" will appear. This means that the order has been sent and accepted for processing by the operator.
5. After feedback from the operator when the refund is actually executed, the declaration will change its status to "paid".

The time after which the cash back declaration status changes to "paid" depends on the operator. In case of IdoPay payment system it may take from few to several minutes (up to one hour).

Return of funds from the CSC (Customer Service Office) level for IdoPay

You can perform an automatic cash back within IdoPay not only in the admin panel itself, but also directly in the CSC (regardless of the order status).

First, search for the transaction for which you want to order cash back. You can do it in the Expenses > Additional services billing > IdoPay section, where you can search for it by date or order number.

Then, next to the deposit in question, there will be an option to "make a refund" after clicking which an additional window will appear with the option to enter the amount you want to refund. This allows you to request a cash back for the entire amount or just a portion of it.

Remember: ordering a refund from the CSC level will not automatically add a withdrawal statement to the order in the admin panel. In this case, you perform the cash back outside the panel.

Can I cancel ordered cash back?

Once you have ordered a cash back withdrawal, i.e. clicked [order automatic refund], it is not possible to cancel the withdrawal. The cash back order is then immediately sent to the operator with a withdrawal request. Clicking "cancel" next to the pending statement will not cause the operator to stop the withdrawal.

However, there may be a situation when at the time of ordering cash back within IdoPay you do not have enough funds on your deposit balance in the CSC. You will then see a status of "pending funds".

When you click on this status, you can choose whether you want to wait for funds to accumulate in your balance (in which case cash back will be automatically executed), or whether you want to cancel cash back and execute the refund to the buyer yourself.

On the other hand, if you order cash back for an external operator, when the operator returns information about missing funds on the balance - the withdrawal declaration will be automatically cancelled.