Refunds, Disputes, and Customer Issues
Understand how Myrivo handles refund actions, customer-impacting money movement, and dispute escalations from the order workspace.
This guide is past its review date. Validate the workflow before relying on it operationally.
Operating Model
Refunds and disputes should be handled from the order detail workflow, not through ad hoc email or off-platform notes.
The goal is to keep the financial action, customer communication, and audit history together in one operational surface.
Refund Types
Myrivo is designed to support:
Reason capture matters because finance, support, and future reporting all depend on a stable explanation for why money moved.
- Full refunds when the entire order should be reversed
- Partial refunds when only part of the total should be returned
- Required reason capture for every merchant-initiated refund
Dispute Expectations
Disputes are operational escalations, not just payment events.
Staff should be able to see:
- the current dispute status
- whether a response is required
- the supporting order context
- the audit trail of what has already happened
Customer Communication
Refund and dispute activity should generate customer-facing messaging automatically whenever the order outcome materially changes.
Customers should not have to guess whether a refund is in progress, completed, or blocked by a payment issue.
Reporting and Review
Refund and dispute activity is summarized in the Billing report so operators can quickly answer:
Use the Billing report for trend review, and use the order detail flyout for the full operational history on a specific order.
- how much has been refunded recently
- which refunds still need action
- whether any disputes need a response
- which dispute outcomes are still active
Related Docs
- `/docs/catalog-and-orders`
- `/docs/pickup-and-shipping-operations`
- `/docs/merchant-troubleshooting`