Nymbus Refund Processing Guideline

To explain: Nymbus uses 2 CRM's, the CheckoutChamp and Shopify. CheckoutChamp is used for billing and VIP subscription while Shopify is used for fulfillment and revenue tracking. Once an order is placed, it is placed in CheckoutChamp then will be exported to Shopify.

All product refunds made on CheckoutChamp should reflect on Shopify with some exceptions.

How to Identify if an order has been exported to Shopify:

You should see on the account history a system notification that it has been exported as shown on the image below. 

Processing Guideline:

1. Same Day Cancellation (Whole order)

   • Scenario 1 - Not yet exported to Shopify

     • You can void the order on CheckoutChamp - no need to  wait for it to be exported for us to cancel.

   • Scenario 2 - Exported on Shopify

     • If already exported, refund on CheckoutChamp first. Check if it will be refunded automatically in Shopify, if not, modify the Shopify account accordingly.

2. Same Day Cancellation (Part of the order only)

   • If only part of the order needs to be cancelled, order needs to exported to Shopify before we process any refund on CheckoutChamp.

     • Submit CIF if order has not been exported.

   • If already exported, refund on CheckoutChamp first. Check if it will be refunded automatically in Shopify, if not, modify the Shopify account accordingly.

     • If refunded automatically, check if unwanted orders were removed by the system. If not, you can remove it manually without processing any refund amount.

       1. Click refund and select the product that needs to be removed.

       2. Set the refund amount to $0.

       3. Process

   • Follow Shopify Refund Instructions

3. Non-Same Day Refunds

   • Refund on CheckoutChamp first. Check if it will be refunded automatically in Shopify, if not, modify the Shopify account accordingly.

   • Follow Shopify Refund Instructions

UPDATE: Refunds should be submitted on the forms below (select one depending which product was refunded):

All Product Refunds 

https://docs.google.com/forms/d/e/1FAIpQLScIy0V3O-VKl-vwI_XcoQo91VpTkjLeOwXkj80ODurPk9WMAA/viewform

(Added a button if the there is an agency threat during the call)

All VIP Refunds

https://docs.google.com/forms/d/e/1FAIpQLScgQ3sSzi8bWy3LJoTe9jGjhYiAoY-jYcRAGrX9yRo4rsErLA/viewform 

Upsell Full refund with removal in Shopify