Refund Conditions
You can only process refunds if all of the following conditions are met:
The order is marked as Paid
The payment method was card or direct debit
The order was created within the last 12 months
The invoice includes a settlement reference number, confirming successful payment settlement
Tip: If the settlement reference number is missing, the refund option will not be available.
Steps to Process a Refund
Step 1: Navigate to the Invoice
Go to the Invoices page.
Locate the invoice you want to refund by clicking its invoice number.
Step 2: Initiate the Refund
Click the down arrow next to Edit Invoice.
From the dropdown menu, select Refund.
Step 3: Enter the Refund Amount
A refund box will appear.
Full refund: Tick the checkbox to refund the total invoice amount.
Partial refund: Manually enter the specific amount to refund.
Step 4: Submit the Refund
Click Submit to process the refund.
Funds are returned to the original payment method used for the order.
Refund Status & Troubleshooting
Successful Refund
A credit note is created automatically.
The credit note will show an “Applied” status.
The invoice reflects the refunded amount correctly.
Note: The refund will show on the Ordermentum Invoice once the refund has settled to the customer account.
Failed Refund
A processing error is displayed directly on the invoice.
What to do next:
You can retry the refund from the invoice.
If the refund continues to fail, contact Ordermentum support so the issue can be investigated.
Credit Notes & Accounting Integrations
Credit notes generated from refunds in Ordermentum are not currently synced to accounting integrations such as Xero, MYOB, or similar platforms.
What this means:
Refunds processed in Ordermentum create a credit note in Ordermentum only.
The credit note will not automatically appear in your accounting software.
How to manage this:
Create the credit note or refund directly in your accounting integration (e.g., Xero or MYOB).
Manually allocate the credit note to the corresponding invoice in your accounting system.
Tip: Ensure the refund amount and invoice reference match exactly to keep reconciliation accurate.
Refund Processing Time
Refunds typically take 4–6 business days to appear in the customer’s account.
Actual timing depends on the customer’s bank processing speed.
Frequently Asked Questions (FAQs)
What happens after I process a refund?
A credit note is automatically created and applied to the invoice, and funds are returned to the original payment method.
What should I do if a refund fails?
A processing error will appear on the invoice. You can retry the refund or contact Ordermentum support for investigation.
Which payment methods support refunds?
Refunds can only be processed for card and direct debit payments.
How long does a refund take to reach the customer?
Most refunds appear within 4–6 business days, depending on the customer’s bank.
Can I refund an order older than 12 months?
No. Refunds can only be processed for orders created within the last 12 months.
Do refunds or credit notes sync to Xero or MYOB?
No. Credit notes from refunds do not currently sync to accounting integrations. You’ll need to create and allocate them manually in your integration.
Need More Help?
If you experience issues while processing refunds or the option isn’t available, contact Ordermentum support:
Email: support@ordermentum.com
Phone: 1300 336 724
Chat: Use the chat bubble in the bottom-right corner of Ordermentum