Refunds

Money is tracked separately from the goods. The Claim card on a return shows both: State for the process, Refund for the money.

The four refund statuses

Status	Meaning
Refund pending	somebody owes somebody money
Partially refunded	part of it went back
Refunded	settled
No refund due	there is nothing to settle

A claim asking for a repair or a replacement opens as No refund due, because no money was ever going to move. A claim asking for money, or one where the customer named nothing, opens as Refund pending: a customer who did not choose is the one who has to be paid if the claim stands.

The wording is the merchant’s own: these four are editable in Shopware’s status settings, so a shop that renames them sees its own words everywhere, this screen included.

Recording a payment

Change Refund to Partially refunded or Refunded and the Record a refund dialog opens.

The amount is filled in automatically: what the goods that actually arrived are worth, capped by what is still outstanding. It is editable. The operator decides: a shop deducts for damage, or pays more out of goodwill, and a figure that could not be overruled would simply be recorded somewhere the shop cannot see.

A note can be added: a transfer reference, or why the amount differs.

Confirming writes the payment and moves the status in one act. If the status move is not allowed, no payment is recorded either: a payment without the status move is a note nobody reads, and a status move without the payment is the gap this record exists to close.

Moving to No refund due, or back to Refund pending, needs no dialog: neither pays anything out, so there is nothing to record.

What the card shows

Refunded on the Claim card is the sum of what was actually recorded, not a stored figure and not a promise. Beside it, Show refund history opens the full picture.

Two warnings appear when the numbers disagree, and both are warnings, never blocks:

• the status says refunded but nothing was ever recorded;
• everything claimed arrived, yet less than the claimed amount was paid.

A block would push the payment outside the record entirely, which is what this is here to prevent.

History

Refund history shows two things together:

• payments — date, amount, who recorded it, the note, and the total at the bottom;
• status changes — every move of both the process and the money axis, with who made it and when.

Entries are never edited. A correction is a new entry with a negative amount naming the one it undoes, so the record still explains how the total got to where it is.

Payments booked by the payment provider

When a refund is booked against the order’s payment, the claim follows automatically and the entry is marked as coming from the payment rather than from an operator.

This only happens when the answer is unambiguous: exactly one claim on that order is still waiting for money. An order carrying two open claims is left alone: the payment says how much went back, not which claim it was for, and marking the wrong customer as paid is worse than marking nobody.