Credit offer lines
Crediting reverses a line on an offer that is already out. It is how you take an item off, drop a price, or refund a customer. A confirmed offer is never edited, so a credit is the only way money comes back off it.
This is not only for whoever owns the order. If your organisation holds the step an offer sits on, you can credit its lines, and that includes an installer on their own step. See Who can credit below.
Credit the lines
- Open the order and find the offer.
- Select Credit lines.
- Tick each line to credit and set the quantity or amount.
- Read How this credit is funded, and answer Still pay the installer? if it is asked.
- Fill in Credit reason. It goes on the credit note and into the order history.
- Select Credit Selected.
What the customer gets back
It depends on how the line was paid, which the badge on each line tells you.
| Line | Effect of crediting |
|---|---|
| Installer.com | The customer is refunded through Installer.com. |
| External | Recorded for your books. Nothing is refunded or recovered through Installer.com, so settle it externally. |
A refund reverses the original charge, so it goes back to the card or account the customer paid from. When the order has already been invoiced, a credit note is issued and sent with the refund confirmation. When it has not been invoiced yet, the credit appears on the original invoice instead.
Who pays for it
A refund has to come from somewhere, and the panel spells out where before you commit:
| Line in the panel | What it means |
|---|---|
| Refunded via Installer.com | What goes back to the customer |
| Recovered from installer | The part taken back out of the installer’s payout |
| Absorbed by you | The part you cover yourself |
| Recorded externally | The part settled outside Installer.com |
The transaction fee is not in that panel, because it does not come back. The payment method charged it when the customer paid, so a refund cannot return it. Your balance covers the difference.
Where the credit reclaims an installer’s share, that reversal is documented too. A credit note is raised against the share invoice, so the installer’s books and yours both carry the reversal rather than an unexplained shortfall.
If you own the order, Still pay the installer? is your decision:
- Yes, pay as normal: the installer keeps their full payout and you absorb the cost.
- No, reclaim it: the installer is not paid for that item.
You can also set Installer amount to credit to claw back part of the payout rather than all of it.
Who can credit
| You are | What you can do |
|---|---|
| The organisation that owns the order | Credit any line, in part or in full, and decide whether to reclaim the installer’s payout |
| The organisation currently assigned to a step, where that step is not the order owner’s | Credit that step’s lines in full. The installer’s payout is always taken back |
If you are the installer, crediting also cancels your own payout for those lines, and the modal says so with the amount. If the customer needs a refund but you must still be paid, do not credit. Ask the merchant to do it. They can choose to cover the refund themselves and leave your payout alone.
Limits
- A credit can only bring a total to zero. It cannot go past a full refund, and it cannot add a charge. If your selection would, the modal says so and names the amounts.
- Crediting a discount line reclaims the discount, which reduces the refund. The line is marked Crediting reclaims this discount.
- A line already credited in full is no longer offered. Partly credited lines offer only what is left.
- To add items rather than remove them, use Add more offer lines.
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