FixedFixed: an invoice would not take payment again after a payment was deleted

Refund Notifications

3 min read

Published April 12, 2026

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.

Note

Email refund notifications are available now. WhatsApp notification delivery is coming in a future update.

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.

Note

Rejection notifications help staff understand why their refund request was denied and whether a new request with corrections should be submitted.

Frequently asked questions

Yes. When a refund is processed, the customer is notified via email if email notifications are enabled and the customer has an email address on file.

Yes. When a refund is rejected, the creator receives an internal notification with the refund code, amount, sale code, and the rejection reason provided by the Admin or Manager.

Email notifications are controlled by the shop's email notification settings. If email is disabled, customers will not receive automated refund notifications, but internal staff notifications are always sent regardless.

Related articles