Refund Notifications

Customer Notifications on Processing

When a refund is processed (status changes to Processed), Fixmo sends notifications to the customer through the available channels.

• Email notification — sent if email notifications are enabled in shop settings AND the customer has an email address on file. The email is not sent if either condition is not met.
• The email includes the refund amount, sale reference code, and either an itemized list of refunded items (for Full and By Item refunds) or the lump-sum amount (for By Amount refunds).
• WhatsApp notification — coming soon. Will be sent when WhatsApp integration launches.

Email Notification Template

The refund email uses a branded template that matches your shop's identity and provides clear refund details.

• Shop branding — the email header includes your shop name and logo (if configured).
• Refund summary — the refund code, date, and total refund amount are displayed prominently.
• Itemized refund table — for Full and By Item refunds, a table lists each refunded item with name, quantity, unit price, and line total.
• Lump-sum amount — for By Amount refunds, the email displays the single refund amount without an item breakdown.
• Sale reference — the original sale code is included so the customer can cross-reference the transaction.
• Footer — standard shop contact information and a note that the refund has been processed.

WhatsApp Notifications — Coming Soon

WhatsApp notifications for refunds will be available when WhatsApp integration launches. Refund notifications via WhatsApp will include a compact summary with the refund amount, sale reference, and a confirmation message optimized for mobile viewing.

Internal Staff Notifications

Fixmo sends internal notifications to keep staff informed about refund activity.

• On refund creation — Admins and Managers receive a notification that a new refund request has been created, including the refund code, amount, and sale code.
• On refund processing — the refund creator receives an internal notification confirming the refund has been processed, with the refund code, amount, and sale code.
• Internal notifications appear in the notification bell in the Fixmo header and are always sent regardless of email settings.

Rejection Notifications

When a refund is rejected, the creator is notified with the reason for rejection.

• The refund creator receives an internal notification with the refund code, amount, sale code, and the rejection reason entered by the Admin or Manager.
• The rejection reason is also visible on the refund detail page timeline, providing a permanent record.
• No customer notification is sent for rejected refunds since the refund was never processed.