93 comments found.
For any order, if a customer requests a cancellation or wants to accept a partial delivery, I need a clear process for handling refunds or partial payments against that specific order.
Could you please explain in detail how I should:
Process a full refund when an order is cancelled Handle partial refunds in case of partial delivery Adjust the order value and payment records accordingly Track these changes within the system for proper accounting
It would be very helpful if you could provide step-by-step guidance on how to manage this directly from the order panel, including any required settings or workflows.
Your expectation is operationally valid, but here’s the reality you need to confront first: most multivendor eCommerce systems including Active eCommerce CMS are not built as ERP-grade order mutation engines. Orders are treated as financial records, not flexible objects that can be reshaped mid-lifecycle without consequences. That’s why trying to “edit” an existing paid order to reflect partial delivery or cancellation creates accounting inconsistencies, tax misalignment and reconciliation risks.
So instead of forcing the system to behave like an ERP, the correct approach is to treat changes as financial events, not edits. That shift is critical.
If the customer wants the partial items in a modified form, for example changing quantity or replacing products, you should not mutate the original order. You should use POS to create a new order that reflects the revised requirement. This is critical. The POS acts as a controlled environment where you can generate a fresh transaction with the correct items, quantities and pricing. The original order remains a historical record while the new POS order represents the updated business reality. This separation avoids data corruption and keeps reporting clean.
Thanks.
Thank you, team, for your clear clarification. However, I believe doing something that others don’t is what creates uniqueness and innovation.
That said, in most cases, order status changes happen after delivery. When I process an order using courier add-ons, all status options in Active eCommerce CMS become disabled. At that point, I am unable to cancel the main order.
Although creating a POS order is possible, if the main order status cannot be changed, the same problems remain—especially with inventory and financial inconsistencies.
I am currently using both Pathao and Steadfast Courier.
Thank you.
So, order cancellation doesn’t solve it!
Good update, almost done perfectly.
However, to further strengthen transaction security and prevent any financial loses, introduce a PENDING BALANCE in the Seller’s Wallet. All payments for orders that are not yet delivered should be held in the pending balance. Additionally all refunds for canceled or undelivered orders must be processed directly from the Pending Balance. This ensures faster refund handling without delays and avoids affecting the seller’s withdrawable funds.
The wallet structure should function as follows:
PENDING BALANCE (Escrow Hold) Holds all payments for orders that are not yet delivered. Sellers are not allowed to withdraw or request payouts from this balance. All refunds for undelivered and canceled orders must be processed from this balance.
AVAILABLE BALANCE Contains funds from successfully delivered orders only. Sellers are allowed to withdraw or request payouts from this balance.
For return and refund cases, customers must follow the standard return process by sending the product back to the seller or admin. Once the product is received and confirmed, the system should trigger the refund automatically, or allow the admin to manually force the refund if necessary.
This approach ensures proper fund control, faster refund processing, and overall system reliability.
i have the full structure if you need it.
Thank you for sharing your suggestion—we truly appreciate your input. We continuously prioritize features based on overall customer demand, and if we see strong alignment with this requirement, we’ll definitely consider implementing it in future updates.
Also, this is a great time to renew your support pack, as a 50% discount is currently available for a limited period. Taking advantage of this offer will ensure uninterrupted access to updates and dedicated support.
Hello Team, I purchased the refund add-ons, but I’m unable to install them. The system shows that this version is not compatible for installation. I am currently using Active CMS 10.2.
According to your account details, your support period expired in August 2023 — over 30 months ago. During this time, you’ve received 60+ updates with a wide range of new features, all developed through our ongoing effort, expertise, and experience. To keep things fair and continue receiving support, we kindly ask you to renew your item support package.
this a comment section on your product page. am i asking for you to debug for me?
i can see other people also having same problem and you guys don’t reply to actual issue rather random comments.
FIX your products so we don’t need to comment here. NEVER did i in 30 months for 5+ items purchased. Horrible behavior.
Ever we know this is not general issue if you update the item properly. Though we will check and if we find any issue we will solve by the item update.
Hello Team, I purchased the refund add-ons, but I’m unable to install them. The system shows that this version is not compatible for installation. I am currently using Active CMS 10, but when I tried to update Active CMS 10, I faced some issues, which I had to fix manually.
Could you please assist me in resolving this matter?
Thank you.
Did you change anything on code or did you change any data from database?
I haven’t changed any data or modified the database. I only manually integrated the old version database with Active CMS. I have spoken with many other Active CMS users, and they also faced similar issues when updating to version 10. They are experiencing difficulties installing new addons as well.
I need a proper and complete solution for this problem. Kindly help me resolve it.
Already we replied your same queries on another comment. Please follow that comment.
Is there any option to choose between refunding to the wallet and other methods (such as manual payment or other payment gateways)?
Maybe this feature is missing. Currently, it only supports wallet refunds, which is very annoying for customers.
If I disable the wallet system, the Club Point Add-on also becomes useless.
It should support both options so the customer can choose whether they want the refund in their wallet or through an external method.
Thank you for your feedback. The wallet refund method is widely used across international eCommerce platforms, and most customers find it convenient. Additionally, many payment gateways do not support direct refund processing, which makes the wallet option a standard approach in many systems.
If you have a specific workflow or preference in mind, please feel free to share it with us. Our R&D team will review your idea, and if it’s feasible, we’ll be happy to consider it for future updates.
I was updating my refund add-on but when i was filling the details of main item purchase code and add-on purchase code, despite putting correct details its saying “Please use the same purchase key that you have registered”.
Please Help.
I know i have not renew the support but it’s a general issue from your end.
Anyways Thanks, i solved it.
Ok
Hello. having this message when trying to update : Please activate your addon at first
What is the problem with this add-on ?
On how much domain you are using the same addon and main item?
from where i can “Choose Note” and where i can find the “Note (Add from preset)”
Sorry we are not clear about your question. Would you please clarify about your question.
from where i can make the not of refound
Go to Admin Panel > Notes > Add New Note : Select Type and Add Notes. Later while creating or adding new product you will find the notes in Refund section of the form. Thanks.
I can not activate my addon?
Dropdown link is doesnt work on your activation link ?
https://activeitzone.com/activation/addon
Can you update it please?
Thanks.
We checked this link and it worked finely as it needs to be performed.
Now, it is working. Thank you.
Welcome.
What is refund sticker?
Thank you for your question! See here https://tinyurl.com/29krbahu
aqibmohd27 Purchased over 1 year ago Flag yes, but i cannot set refund time for a separate product? like perfume 5 days clothes 22 days mobile phones 30 days etc?
ActiveITzone Author over 1 year ago Flag Separate refund time for separate item is not available.
This was a request by one of your customers 1 year ago!
Is it meanwhile possible to set the refund time for each individual product?
The one fits all solution absolutely not works for refund!
Do you purchase this item yet?
No, I bought already the PreOrder Addon, here with this I wait the next update
We didn’t have implemented this yet, We will update it in near future with category based refund time. Thanks for your query.
Dear Team,
Is it possible to send the refund amount directly to the client’s bank account? Currently, the refund amount is being credited to our wallet, but we need to send it directly to the client’s bank account.
Thank you for your query. At the moment, the feature to send the refund amount directly to the client’s bank account is not available. This would require extensive work across every end payment gateway, which, as a public software, has not been feasible for us to implement universally.
However, if this is a critical requirement for you, it is possible to customize the system for specific, limited payment gateways. You can explore this option with the help of a developer. Please let us know if you need guidance on how to proceed!
Brother, you’ve provided us with an update for version 9.3, but our current CMS version is 9.2.1. How should we proceed with the update?
It’s updated already please check now.
in our system no refund system is reflecting on customer site it shows N/A but we enable the refund still not coming y
We need to check your system. Please send us a support ticket. Our team will check. Thanks.
Please refund my money back
Please check the refund policy. https://themeforest.net/page/customer_refund_policy
Kindly add user bank details section with UPI I’d for India so we can pay them directly if any user make request fof the refund
Thanks for your suggestion. We will try our best to implement.
we hope that this will add by upcoming update within this month…..it will be appreciable thank you
We need to analyse the market demand for the feature first, and then we can decide whether to implement it in the marketplace’s update. Thanks a lot for raising the request.
In single vendor system, after admin approval it shows: Seller Approval pending. After approval of the refund. The product stock should be restore automatically.
It has already been automatically restored. Please check your system again. If you facing any issue please contact to our support zone.
I want to buy this addon but by mistake I bought because I use AC The shop Refund Add-on, Active e-commerce CMS, how I change it?
Please contact to our support zone. Our support team will check. Thanks.
Hi ActiveItZone,
Instead of automatically crediting refunds to the customers wallet, I propose offering customers the option to receive their refund directly to their bank account or other preferred wallet. This would provide more flexibility and enhance the overall customer experience, rather than forcing them to spend the refund credit within our platform.
This change would demonstrate a commitment to excellent customer service and encourage further engagement with your platform.
Here are some additional benefits to consider:
1. Increased customer satisfaction: Giving customers control over their refunds builds trust and loyalty. 2. Reduced friction: Simplifying the refund process makes it easier for customers to return products, potentially leading to higher conversion rates. 3. Improved cash flow: Offering direct bank transfers can reduce the amount of money tied up in customer wallet accounts.
I believe this is a positive change that would benefit both our customers and our business.
Thanks for your suggestion.
From a long time ago your item support pack has been expired with main item too. We are so happy to see that you are always connected with us by comment or support ticket on regular basis. So we hope you will make your business with us by renewing your support pack.
i integrated refund addon , is there is any option to refund the amount to customer bank account directly , i think its refunding to the wallet so can we withdraw the amount from wallet to their bank account
Did you purchased the item?
yes but not from this account
Refund balace is added to the customer’s wallat. and Custmers can purchase further by that money.
