How to Mark an Expo Genie Refund

SOP: Mark an Exhibitor Invoice as Refunded in Expo Genie

Objective

This SOP explains how to update an exhibitor order in Expo Genie after a refund has already been issued in the external payment gateway. It ensures the order status and reporting are accurate without attempting to process the actual money transfer inside Expo Genie.

Key Steps

1. Confirm the refund was processed in the payment gateway 0:02

• Verify that the refund has already been issued in the source payment system (for example: Stripe, Authorize.net, or PayPal).

• Remember that Expo Genie does not store credit card data or process the actual refund.

• Use Expo Genie only to update the order status and reporting after the refund is completed externally.

2. Open the exhibitor order in Expo Genie 0:47

• Navigate to Shop > Orders.

• Locate the exhibitor’s order that needs to be updated.

• Open the order details so you can access the checkout/refund controls.

3. Access the refund action from the checkout screen 1:04

• From the order, go to the Checkout section.

• Select the Refund button.

• Review any on-screen messaging that clarifies this action only updates Expo Genie records and does not send money back to the exhibitor.

4. Choose refund details and inventory handling 1:29

• Select whether the refund is partial or full.

• Add any internal notes needed for recordkeeping.

• Decide whether to enable Restock if the refunded item should be returned to inventory. 

  • Example: if one sponsorship item was refunded, enabling restock will increase available quantity by one.

• Use restock when the refunded item should be made available for resale again.

5. Submit the refund update 2:00

• Click Refund to save the refund status in Expo Genie.

• Confirm that the order status updates to Refunded.

• Check the order again in Shop > Orders to verify the status change.

• Confirm reporting reflects the refunded status as well.

Cautionary Notes

• Expo Genie does not process the actual refund. The money must be refunded in the external payment gateway first.

• Do not assume the exhibitor has been refunded just because the order is marked refunded in Expo Genie.

• Use the Restock option carefully; only enable it if the refunded item should truly return to inventory.

• Add notes when needed so other team members understand why the refund was recorded.

Tips for Efficiency

• Always refund in the payment gateway first, then update Expo Genie immediately afterward.

• Keep the exhibitor order number handy before navigating to Shop > Orders.

• Use clear internal notes for partial refunds or special cases to reduce follow-up questions.

• Verify both the order status and reporting after saving to ensure the record is fully updated.

Link to Loom

https://loom.com/share/bb3a29bbe86e469c89e9bdd676253972