Credit Not Reflecting

Zendesk customer classification: Payments & Refund_Credit_Not_Reflecting

Customers may contact us after receiving a cancellation notification or return comms that a credit will be allocated to their profile. 

There are many reasons why a credit would need to be allocated, and each query is based on the nature of the request:

- Delivery fee

- Goodwill gesture

- The customer placed an order for a Pre-order and there's a price-drop

- Different in price

- Missing items

- Missing orders

- Cancelled order 

- Cancellation of an eBook 

- Used for an order - Allocating manual credit towards a new order

- Correcting an error

- When the customer received a damaged order 

- When a customer wants their R5.00 donation fee

- If a customer overpaid for their order using Payfast / IPay (Please note the credit can ONLY be done by Finance)

Remember to always check the order status before applying a manual credit.

PLEASE NOTE Mobicred and sBux orders: NO Credits to be applied.

Also, do not apply Credits should an order be marked as RISK PENDING – this needs to be cleared by Finance. If cancelled, inform Risk to action refund/credit. 

Before crediting a COD order, always double-check whether the payment was actually received.

When adding/allocating a credit, ensure that comment field reflects the order number, correct Reason code and description (where applicable). 

When issuing a credit do not refresh the page as this might potentially duplicate a credit entry

Do not transfer credits from one profile to another. Only Finance to action this (but this is based on the nature of the request)