Refunds and returns are inevitable in the world of ecommerce—even when the products are delightful gifts. When somebody reaches out and wants to get a refund or return a gift sent via Zest, the first thing you should ask yourself is, “Who do I want to receive the refund?”.

First things first, we recommend following Shopify best practices for handling Cancellations, Refunds, and Returns. During the course of handling Zest returns, you’ll be prompted with where you would like to refund the purchase, i.e., to a credit card or gift card. How a gift is paid for depends on the Zest flow chosen by the gift sender, so keep your eyes peeled for this detail when making a refund.

Returning the funds to the gift recipient
The majority of the time, the answer to your question is “to the gift recipient.” Refunding the gift to the recipient gives them the funds to come back and buy something different in the future! Here’s how to do this:
If you see the option to refund the purchase to a gift card and the order was attached to the gifts@zest.co customer, then you can do so. Next, send that gift card code to the gift recipient.
If you don’t see the option to refund the purchase to a gift card, then you can choose to refund $0.00 to the original payment method, then create a gift card for the refunded amount. Once you’ve done that, send that new gift card code to the gift recipient.

Returning the funds to the gift sender
If the situation has you wanting to issue the refund to the gift sender, follow these tips:
If you see the option to refund the purchase to the gift sender’s original form of payment, then you should do so.
If you see the option to refund the purchase to a gift card and the order was attached to the gifts@zest.co customer, then you should do so. After refunding the gift card, search for and cancel the gift card. On that gift card, there will be a note that says “Paid for by Order [Order ID]”. Search for the original order using that Order ID and refund that order to the gift sender’s original form of payment.
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