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Refunds and restocking

Last updated: October 24, 2026

What it does

Use Refund on the payments card to return money on an order and put the units back into stock. It appears once the order has money on it to return, and swaps the card’s body for the refund form.

The form works line by line.

  • Each refundable line takes a quantity up to what is left on it.
  • A sales line has a tick beside the quantity that puts the units back into stock. The tick reads Restock on a line that has shipped and Cancel on one that has not.
  • Under the lines are Reason, Staff Note and Refund Method.
  • Where the order has a customer email, Email the customer a refund confirmation sends one.

Lucrii calculates the amount from the lines you chose and shows the items subtotal and the taxes above it. You can overwrite the amount.

  • Refunding less spreads a restocking fee across the lines.
  • Refunding more adds an amount tied to no line.

Refunding never reopens what the order owes. The amount owed stays where the payments left it, and Lucrii reports the refunded money as credit instead.

Before you start

  • You can refund a closed order. You cannot refund a cancelled order. Refund a purchase order before you cancel it.
  • The figure beside “Available to refund” is what has been paid less what has already come back. You cannot refund more than that.
  • The Staff Note can be up to 1,000 characters.

Your plan limits how many customer emails your organisation sends a day. Plan, usage and payment says what counts and gives each plan’s limit. A refund or a cancel on the order page goes through even when the limit is reached. Lucrii sets aside a small extra allowance for the refund confirmation or the cancellation notice. Once that is used too, Lucrii tells you the email was not sent. You must verify your email address before Lucrii sends customer emails for you.

How to use it

  1. Select Refund on the payments card.
  2. Enter a quantity against each line you are refunding.
  3. Tick Restock where the units are coming back onto your shelves. Choose a different location if they are not going back where they shipped from.
  4. Choose a reason from Customer request, Damaged, Suspected fraud, Goodwill, Not received, Shipping and Other. The customer reads this reason in their refund confirmation.
  5. Add a staff note and choose the refund method. The staff note is internal and goes no further than the order.
  6. Check the amount, then confirm the refund.

Troubleshooting

You can’t find a credit note for a refund. Lucrii does not raise a credit note document itself. Where the Xero connector is syncing refunds, it writes one into Xero against the invoice.

Changes