Fusion Refund and Exchanges How to

Fusion - Refunds & Exchange

When to issue refunds to customers?

It is important when issuing refunds to customers that the below rules are followed:

• Refunds should be made to the original payment method (i.e. cash for cash, debit card for debit card) or credit
• If the original payment card is no longer available, then the refund should be made to another card of the same type, (i.e. credit card to credit card / debit card to debit card). Ensure it is in the same customer's name
• If no card of the same type is available, then the refund should be made to another card. Ensure it is in the same customer's name
  • In the UK, If the order is over £50, then the refund would be made via BACS from Head Office. To arrange for this to be raised, please email !TCWEBCASH with all the order/refund details and the request will be raised and refunded to the customer
  • In the ROI, if the order is over 50€ you will need to complete a Payment Request Form (Click here). Once completed, scan it to [e-mail] and ensure the document is shredded before being sent back via the confidential waste process.
• If the refund is over £100/ €100 or the order is over 30 days you MUST notify a duty manager who should check the following:
  • Is the item in an 'as sold' condition or has it been damaged? (Refer to the 'Screwfix It' guidance for decision making).
  • Is the product within its guarantee? This can be found on the product checker.
  • Is there a collect and repair service available?
• Orders from the ROI can not be refunded or exchanged in the UK or vice versa
• When approving the refund remember that service is key and we should offer the following:
  • Exchanges - should be offered where the product is deemed to be faulty, within guarantee and no repair service is available
  • Refunds - should be offered where a replacement is not available, the product is deemed to be faulty, within guarantee and no repair service is available.

Screwfix want to make things easy for our customers, if the item is as new and we still sell it, we will refund it.

How to process a basic refund:

Once the customer's account has been identified and the order screen displayed, you can start to process the refund.

1. Click on 'Order History'
2. At this point you can either:
   • Scan the barcode on the invoice or
   • Enter the original order reference and click 'View Order, which will take you straight to the order or
   • You can click 'Show Order History' which will display a list of orders for the customer and you will need to choose the relevant one or
   • You can enter the SKU of the product to be returned or exchanged in to the SKU box and press search. Orders will appear for any time the product has been purchased in the last 24 months. Up to 30 orders will be shown
3. Click 'Start Refund'
4. Enter the quantity to be refunded
5. Select the relevant return reason from the drop down list
   • Product is unwanted and unused
   • Product is faulty (not working)
   • Product is damaged (appearance)
   • Missing item from TODAY order
   • Missing item from TC NEXT DAY order
   • Missing item from DESPATCH order
   • DSV Product (with authorisation)

NOTE: The top option on the list is set to a default - 'Please Select' message and you will not be able to complete the refund until a relevant reason is selected.

Once you have completed the above, you should click 'Pay & Go' to proceed to the payment screen.

Step 1

Step 2

Step 3 - 4

Step 5

How to issue a cash refund:

The cash to be issued to the customer can be entered into Fusion by either:

Clicking on the calculator icon (next to the cash field) to populate the cash field with the refund value, or manually type the cash amount into the cash field.

You can now click either of the 'Confirm Order' buttons

​​​​​​​How to issue a Debit / Credit card refund (includes One4ALL):

To issue a Debit / Credit card refund you need to

1. Click on the calculator icon (next to the card field) to populate the card field with the refund value
2. Click on either of the 'Confirm Order' buttons
3. Fusion will then communicate with the PDQ machine to get authorisation for the refund, follow the prompts on the screen of the PDQ machine. Customers will have the option to insert or present their contactless card/ smart device to obtain the refund.
4. Once the PDQ process is complete and the card refund has been authorised (ask the customer to sign on the card slip if one is printed and store it in your till), you will see a screen populated with the last 4 digits of the card number
5. You can now click 'Complete' to complete the refund order

What if the customer asks for a refund but doesn't have the card used?

If they no longer have a card with the matching 4 digits follow the refund rules or google or apple pay.

How to issue a Trade Credit card refund (UK Only):

To issue a Trade Credit card refund you need to:

1. Click on the calculator icon (next to the Trade Credit card field) to populate the Trade card field with the refund value
2. Click on either of the 'Confirm Order' buttons
3. You will then see a screen populated with the card number (only some numbers will be visible) and the original PO Reference
4. You can now click 'Complete' to complete the refund order

How to issue a Gift Card refund:

If a customer is looking for a refund for an order that was paid for by Gift Card, the refund will need to be made back to a Gift Card. To do this you need to:

1. Process the refund as normal, but click 'Order' instead of 'Pay & Go'
2. Sell the relevant amount of Gift Card pounds and pence to match the refund amount (i.e. refund due = £9.59, so you need to sell 9 x 92923 (£) & 59 x 37126 (pence))
3. Click 'Pay & Go'
4. Before completing the order you need to load the £9.59 onto either a gift card the customer already has or onto a new gift card
5. Once the gift card has been loaded, the order can be completed

How to issue a PayPal/AMEX refund:

Exchanges can be processed for orders paid for by PayPal/AMEX as below:

• Exchange for same value - process as normal on fusion.
• Exchange for a cheaper item - in this case the remainder of the refund can only be assigned to Customer Credit. If the customer does not want this, then the whole order would need to be refunded through CCA, and the new item bought in store separately using an alternative payment method.
• Exchange for a more expensive item - the remaining balance will need to be paid for using an alternative payment method on fusion.

Fusion will grey out any payments methods that are unavailable, and/or display a pink error message at the top of the screen telling you the action you need to take.

If a customer wishes to have a full refund for their items, you will need to process this through CCA.

How to issue a Customer Credit refund:

To issue the customer with a 'Customer Credit' refund you need to:

1. Click on the calculator icon (next to the customer credit field) to populate the customer credit field with the refund value.
2. OR
3. Manually type the credit amount into the customer credit field.

You can now click either of the 'Confirm Order' buttons

When you click the confirm order button, a window will appear to confirm that the customer has accepted credit with their refund

How to issue a split payment refund:

To issue a split payment refund (e.g. for an order that was paid for with £6.11 on a card and £10.00 by cash) you will need to:

1. Process the refund as normal and click 'Pay & Go'
2. Enter the relevant amount into the Card field (e.g. -£6.11). 

NOTE: You will need to type the negative '-' sign in when you type in the amounts in Fusion, otherwise this will not allow you to carry on.

3. Enter the relevant amount into the cash field (e.g. -£10.00)
4. Click 'Confirm'
5. Fusion will then communicate with the PDQ machine to get authorisation for the £6.11 part of the refund
6. Once the PDQ process is complete and the card refund has been authorised (check the signature matches that of the card), you will see the 'Last 4 digits' screen
7. You can now click 'Complete' to confirm the refund order

NOTE: You may see split payments across Customer Credit, Card, Cash and Vouchers. You will not see split payments on Trade UK cards.

What if the customer asks for a refund after using One4ALL card as a split payment with alternative tender type (not debit/ credit card)?

If the customer used the One4ALL card and another tender type you can refund this as you would a normal split payment. They should have retained the One4ALL card. If not please refer to the refund rules

What if the customer asks for a refund after using One4ALL card as a split payment with a debit/ credit card? - (This will show as a Debit/ Credit card & Gift card sale)

If when processing the refund the customer tells you the Gift Card element was originally a One4ALL card, there are 3 scenarios.

SCENARIO 1 - Customer wants the refund to Screwfix Gift Card

1. Refund original value taken on Credit/Debit card through Fusion and PDQ to the Credit/ Debit card
2. Refund original value taken on Screwfix Gift Card through Fusion and reload the gift card

SCENARIO 2 - Customer wants refund & has their One4ALL Card & does not want a Gift Card

The original order would have been placed in 2 parts, a Gift Card order and then the order for the goods being returned. You will need to perform 2 refunds.

REFUND GOODS ORDER: 

1. Refund original value taken on Credit/Debit card through Fusion and PDQ to the Credit/ Debit card
2. Refund original value taken on Screwfix Gift Card through Fusion but do not reload the gift card

And REFUND THE GIFT CARD ORDER:

1. Refund gift card value from step 2 above to One4ALL card through Fusion and PDQ, but do not redeem the gift card (as there should not have been one loaded)

SCENARIO 3 - Customer wants refund & does not have their One4ALL Card or want a Gift Card

The original order would have been placed in 2 parts, a Gift Card order and then the order for the goods being returned. You will need to perform 2 refunds.

REFUND GOODS ORDER: 

1. Refund original value taken on Credit/Debit card through Fusion and PDQ to the Credit/ Debit Card
2. Refund original value taken on Screwfix Gift Card through Fusion but do not reload the gift card

And REFUND THE GIFT CARD ORDER:

1. Refund gift card value from step 2 above to the Credit/Debit card used in step 1 (above) through Fusion and PDQ, do NOT redeem the Gift Card through the PDQ (as there should not have been one loaded)

NOTE: For customers without the original cards, always follow the refund rules

NOTE: If the refund is only partial (i.e. exchanges of different values or not a full order refund), use the customers Debit/ Credit card wherever possible.

How to process stock from a Contact Centre Refund:

Occasionally it will be necessary for a refund to be completed by the Contact Centre (CC). There are 2 scenarios and the process for each is below:

CC refund where items have not been collected from your store:

Declare the customer order uncollected, abandon off ILS and then acknowledge the order problem

1. Item/s will automatically go into your mints point on ILS so that they can be put away in the relevant warehouse location
2. The refund will be processed for you and you will be given the refund reference
3. If we have the customer's email address they will receive a copy of the refund invoice
4. The refund will be visible in Fusion once completed

CC refund where items have been returned to your store:

1. On the ILS menu select Inventory - Stock - Return Stock
2. Enter the SKU/s and quantities to return
3. Use the 'Return Reason' drop down to select the appropriate return reason
4. Use the 'Return State' drop down to select the appropriate stock state

NOTES:

1. Do not add stock to ILS via PI
2. Do not adjust the quantity in a location
3. Ensure the correct SKU is entered
4. Errors cannot be rectified without impacting Webstock
5. Your LPA must be contacted if a mistake is made

ILS Screen Choose 'Return Stock'

Select Return Reason Choose Option

Select Return State Choose Option

How to see OC location after an order has been despatched:

1. Select Orders.

2. Select Order Query.

3. Enter Customer Order ID.

4. Run Query.

5. OC Location is displayed

Note: Run an order list and use Ctrl F to search by order ref or customer name

How to refund an order with Discount:

If you are processing a refund for an order that had a discount or coupon applied to it you should:

Refunding an order with Discount applied

When discount is applied to an order (i.e. PD10) the £10 will be equally applied to each line on the order, so if 10 items were bought at £10 each, giving a total order value of £100, each of these items would have £1 taken off of them.

This means that if the customer brings 1 of the items back for a refund, they would receive £9 back. You do not need to do anything manually in Fusion as it will always refund at the price paid.

The exception to the rule is when SP1 (Stock Promise) has been used. When the refund is processed you will need to refund the paid amount to the original payment method, and then re-issue a Stock Promise Coupon to the customer.

e.g. Original order value = £50, SP1 (£10 Stock Promise) applied, new order value = £40. When refunding you will issue £40 to the customer by the original payment methods and issue a new Stock Promise Coupon.

Refunding an order with a Coupon applied

A coupon is different in that it is a single use code to apply a discount to one order only. When the refund is processed you will be giving the customer back exactly what they paid, without re-issuing any vouchers.

Refunding an item which came with a free item

If an item comes with a free attachment, for example a radiator with free TRV, Fusion will notify you.

Once Ok has been selected, the free item which is highlighted, will also display the original price with a strike-through

This is to help discuss the customers options at this point. They may wish to:

• Keep the item and therefore need to pay for it - In this case refund the free item and use the exchange process to charge the customer for it
• Return the item - In this case add the item in to the refund being performed and take back the goods If the customer does not have the free item

If the customer does not have the free item with them, offer to charge for it and they can keep it or return it later. Alternatively they can go and get the free item and come back later to complete the refund

Refunds will not be forced to ensure we can deal with escalated issues in the appropriate manner

Fusion Message Example of free add on message

Price Strike-through Use this to discuss options with customer

How to process a basic exchange (same value):

Once the customer's account has been identified and the order screen displayed, you can start to process the exchange.

1. Click on 'Order History'
2. At this point you can either:
   • Enter the original order reference and click 'View Order, which will take you straight to the order, or
   • You can click 'Show Order History' which will display a list of orders for the customer and you will need to choose the relevant one
3. Click 'Start Refund'
4. Enter the quantity to be refunded
5. Select the relevant return reason from the drop down list
6. Click 'Order'
7. Enter the replacement (new) item
8. Click on 'Pay & Go' to go to the payment screen
9. You will see that there is no money due to or from the customer
10. You can now click either of the 'Confirm Order' buttons

How to process a more involved exchange (different values):

Once the customer's account has been identified and the order screen displayed, you can start to process the exchange:

1. Click on 'Order History'
2. At this point you can either:
   • Enter the original order reference and click 'View Order, which will take you straight to the order, or
   • You can click 'Show Order History' which will display a list of orders for the customer and you will need to choose the relevant one
3. Click 'Start Refund'
4. Enter the quantity to be refunded
5. Select the relevant return reason from the drop down list
6. Click 'Order'
7. Enter the replacement (new) item
8. Click on 'Pay & Go' to go to the payment screen
9. In this first example you will see that there is money due to customer (£3.38)
10. You will need enter the relevant refund value into the relevant payment type and complete the exchange
11. In the second example you will see that there is money due from the customer (£28.44)
12. You will need to enter the relevant refund value into the relevant payment type and complete the exchange

      ​​​​​​​NOTES:

1. If funds due from the customer or being given to the customer are being processed from / to a credit / debit card, normal PDQ processes will apply
2. Exchanges must not be processed on Trade UK Cards - this is due to the way in which payments are processed
3. If an order was fulfilled by any other method than TODAY, it is ideal to complete a refund and new order separately. This will avoid any complications with delivery addresses.

Step 1-2 : Click Order History Enter order reference or show order history

Step 3 - 4 : Start Refund Enter the quantity to be refunded

Step 5 - 10

Step 11 - 12

What if a customer wants a refund or exchange and used Klarna or a virtual card?

If a customer requests a refund on an order and says they paid on Klarna or a virtual card, you will need to process this via CCA as you would a PayPal refund. Ensure you RTN stock the items to your mints/ damages point. The credit will return to their virtual account as per their issuer’s terms and conditions, even if the card issued was a 24 hour limited card.

Exchanges

Like for like
Process through the till in store in the normal way.

New order requires additional payment
Put the order through the till in the normal way and ask for payment using an alternative payment method.

If they do not have an alternative payment method, you will need to call the Store Helpdesk to perform the exchange using their virtual card. RTN stock any items being taken back and pick the CPC when it comes through.

New order requires a partial refund to the customer
If after an exchange money is owed to the customer, put it through the till and return it to credit, then call the Store Helpdesk to arrange for it to be removed and refunded to the customer.

Important

Always assume the customer has used a standard card and proceed as normal. You should only implement the above when the customer tells you they used Klarna or a virtual card.​​​​​​​

Google or Apple Pay

If the customer says they used Apple or Google Pay, perform a refund back to their smart phone via contactless using the till as normal.

If the customer presents a physical card where the last 4 digits do not match the system, check if they used Apple or Google pay and if so ask them to use their phone for the refund.

If the customer is unable to use their smart wallet or does not want to, check the name on the card presented matches the name on the order and process the refund to it.

What if a customer wants an identical exchange but the price of the product has changed?

If the product has dropped in price when performing an exchange for an identical product we must be issuing the balance to the customer. For example, the product was £39.99 when purchased and is now £34.99, you must refund the customer via the initial payment method.

If the product has increased in price when performing an exchange for an identical product use the code PD to correct the price. For example, the product was purchased at £14.99 and is now £19.99, when you get to the total screen fusion will ask for the balance to be settled. In this example, you would enter the code PD5 in the coupon box to remove the remaining balance.

What if a customer wants a refund for a TCND/CPC order that has not arrived yet?

Please refer to the How To Guide linked below for Managing Orders Awaiting Collection and select the Jump To - "A customer wants a refund before the item has arrived?"

What if the customer purchased from Screwfix prior to 6am on the 12th November 2019 - (ROI Only):

This sale would have been processed under the old Screwfix site used for selling outside of the UK. Simply contact customer services on 1800 832 777 to arrange a resolution for the customer.

• 12.11.2024 - Clarification on how to issue a split payment refund
• 21.10.2024 - Clarification on how to refund & exchange PayPal/AMEX orders
• 17.06.2024 - Despatched Order Report - Section Added
• 04.01.2024 - One4ALL refund process updates

Ed