This task uses the merchant’s authenticated order and contact records as the source of truth. This guide focuses on how to verify policy and transaction context before using the authorised refund path.
Open the authoritative record
Start in Payments or Contacts and locate the exact order or person by safe reference, email and date. The aim is to verify policy and transaction context before using the authorised refund path. Do not rely on list position, a bank alert or a customer screenshot.
Read identity, offer and status together
Confirm the customer, offer, amount, currency and current payment or fulfilment state. Similar names and repeated attempts can belong to different records. A pending or failed attempt does not authorise delivery as a paid order.
Take only an available action
Use only controls that are visible on the correct record. The merchant order page supports authorised refunds but does not provide a general Mark fulfilled control. Keep dispatch or service-completion evidence in your own fulfilment process with the Selstack order reference.
Protect customer information
Share only the details needed to fulfil or investigate. Keep addresses, private messages and delivery links out of public notes and unrelated screenshots. Selstack support does not need passwords, OTPs or full payment credentials.
Confirm the downstream result
Reopen the order, customer portal or fulfilment state and check that it now reflects the intended action. Tell the customer what changed, what remains pending and when the next update will be available.
Example: Issue a Refund From the Correct Order
Refund the original paid GBP order through its authorised action so the provider and audit trail remain connected.
If Issue a Refund From the Correct Order is not working
If a refund already exists or the control is unavailable, stop and investigate; never send a replacement bank transfer from message instructions.
Confirm the result
- The customer, offer, reference and status match the intended record.
- Fulfilment, refund or access action was taken only once.
- The order now shows the expected downstream result.
- No unrelated customer information was exposed.
When to ask Selstack for help
Contact official Selstack support when the saved result, status or resolved identity still conflicts with the intended record after one refresh. Include the business, page, time, safe reference and visible message. Do not include passwords, OTPs, recovery codes, full card details, BVN, NIN or unmasked bank documents.