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Refunding and voiding orders

Available to: Admins, Reservationists
Optional Permissions Required: Reservationist > Allow Price Override (for voids only)
System Settings Required: None

Which one should I use, and what is the difference?

Action What does it do? When should I use this option?
Void When an order is voided, it is “undone,” as if it was never processed.

An order can only be voided on the same day it was originally closed (when the payment was received). The option to void an order will disappear the following business day after an order is closed.
For example, an order was closed on April 10th by submitting payment and clicking Place Order. This order can be voided on April 10th. On April 11th, the option to void an order will disappear, but it can be refunded instead.

Voiding an order is a good idea if any kind of payment was submitted incorrectly; either a wrong method or incorrect amount.
Refund An order can be refunded, in full or partially, any time after an order is closed.
Processing time for a refund varies based on a customer’s bank (typically 7 to 10 business days).
Refunding an order is a better option if the customer was unhappy about a purchase after it was made or is returning an item.

Void an order

  1. Go to the Orders tab then Manage Orders.
  2. Find the order in the list. If the order was just processed, it should be at the top of the list.
  3. Click the void icon Refunding and voiding orders-1 in the Actions column.
  4. Click OK in the warning popup that appears.
  5. You will be redirected to the order page.
  6. VOID will appear at the top of the page.
  7. Click Email Receipt or Print Receipt to offer the customer proof that the order was voided.

Issue a full refund

  1. Go to the Orders tab then Manage Orders.
  2. Find the order using the Find an Order box.
  3. Click the refund icon Refunding and voiding orders-2.png in the Actions column.
  4. Make sure Entire Order is selected from the Refund Item drop-down menu.
  5. Select a refund method from the Refund Method drop-down menu.Hint: If you only offer refunds for store credit, select Gift Card or Gift Certificate to issue the customer a gift certificate for the value you are refunding.
  6. Edit the refund amount, if applicable.
  7. Optional: If the customer is returning product(s), check Add to Inventory to add the product quantities back to your inventory.Refunding and voiding orders-3
  8. Optional: Add any notes about the refund in the Notes field.
  9. Click Submit Refund.
  10. A Refund Successful message will appear on the order page. Click Email Receipt or Print Receipt.

Issue a partial refund

  1. Go to the Orders tab then Manage Orders.
  2. Find the order using the Find an Order box.
  3. Click the refund icon Refunding and voiding orders-4.png in the Actions column.
  4. Select the refund amount/items in the Refund Item drop-down menu. To issue a refund for specific item(s) in the refund, select the specific item(s). To specify a different amount to refund, select Custom Amount.Refunding and voiding orders-5
  5. Select a refund method from the Refund Method drop-down menu.
  6. Edit the refund amount, if applicable.
  7. Optional: If the customer is returning product(s), check Add to Inventory to add the product quantities back to your inventory.Refunding and voiding orders-6
  8. Optional: Add any notes about the refund in the Notes field.
  9. Click Submit Refund.
  10. A Refund Successful message will appear on the order page. Click Email Receipt or Print Receipt for the customer. Click Email Receipt or Print Receipt.
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