A partial or total refund can be created from the order in question. Start by editing the order.
Once the order is marked as delivered, the "Add a product" and "Collect products" buttons are replaced with two new buttons: "Return product" and "Partial refund".
Product returns are disabled by default. To enable, go to the "Merchandise Returns" page of the "Customer Service" menu and enable the option at the bottom of the page. This setting will apply to all products and all orders.
Return products. To be used only when the customer has actually returned products: once the returned product has been received, you can mark it as returned directly in the order form. Click the "Return products" button and a new "Return" column will appear in the product list. Check the box of the relevant products, indicate the quantity of items that were returned, and click the "Return products" at the bottom of the table.
Partial refund. To be used when you need to refund only part of the order and not the whole order, either because the customer returned the ordered product, or simply as a sign of goodwill for a damaged product that the customer has chosen to keep anyway. Click the "Partial refund" button and a new "Partial refund" column will appear in the product list. Set the amount and quantity for each of the affected products, choose one of the options at the bottom of the list (see below), and click the "Partial refund" button at the bottom of the table.
When you set a product as returned or to be refunded, two options are available below the list of products:
Re-stock products. When checked, PrestaShop will consider the returned product as available for sale again, and will therefore increase the stock for this product. You should not click this when a product is returned due to it being broken.
Generate a voucher. When checked, a voucher will be created for the amount of the selected items. A voucher takes the form of a discount code that the customer can enter during the checkout process.
You can edit the customer's existing vouchers by viewing the customer's page: from the current order's page, click on the link under the customer's name in the "Customer information" section. Once in the customer's page, go to the "Vouchers" section. You can edit each voucher by clicking on the "Edit" icon.
When you click on "Partial refund", a credit slip will be generated. A credit slip will be created for the value of the selected items. A credit slip is an acknowledgment from your shop that a product has been returned and that a refund has been issued. As a reminder, a credit slip is an accounting document that will justify the fact that you have a financial output from your bank account.