Overview

You can mark any refund as "ignored" from a refund abuse perspective.

Ignored refunds will not be included in machine learning features, rule conditions and dashboard insights. Ignoring a refund is useful for scenarios where the refund is due to circumstances beyond the customer's control, such as out-of-stock items or issues with suppliers.

You can ignore a refund from the "Ignore" button on the refund view in the dashboard.

Ignored refunds show with a 🚫 icon on the refund list in customer profile and you can hover hover to see who and when the refund was ignored.

You can remove an ignore via the “Remove Ignore” button refund view in the dashboard.

Removing an ignore returns the refund to its original state, where it will be included in machine learning features, rule conditions and dashboard insights.

Ignored refunds and refund recommendations

If a refund is marked as "ignored" and a refund recommendation is requested, no recommendation will be returned.

Refunds should marked as ignored for situations beyond the customer's influence, justifying the refund by its nature. Therefore a Refund Recommendation is not needed.

In some instances, an ignored refund might still have a recommendation. This occurs when the refund was marked as "ignored" after the refund recommendation request was already submitted.