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.
- WhatsApp notification — sent if WhatsApp is connected and enabled in shop settings AND the customer has the hasWhatsapp flag set to true. The message is not sent if either condition is not met.
- Both notifications include 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).
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 Notification Template
The WhatsApp message provides a compact summary of the processed refund, optimized for mobile viewing.
- Greeting with the customer's name.
- Refund amount and sale reference code.
- For item-based refunds: a compact list of refunded items with quantities.
- For amount-based refunds: the lump-sum refund amount.
- A note confirming the refund has been processed.
- Shop name as the sign-off.
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 or WhatsApp 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.
Rejection notifications help staff understand why their refund request was denied and whether a new request with corrections should be submitted.
Frequently Asked Questions
Does the customer get notified when a refund is processed?+
Does the refund creator get notified when their refund is rejected?+
Can I disable refund notifications?+
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Understand the refund approval process in Fixmo — from creation to approval or rejection, and final processing. Includes role permissions, the Admin shortcut, and the detail page timeline.
Read articleCredit Notes from Refunds
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