Refunds, Disputes, and Customer Issues
Understand how Myrivo handles refund actions, customer-impacting money movement, and dispute escalations from the order workspace.
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`