Note: This article refers to orders to be cancelled that were paid for with a gift voucher created with our Gift Vouchers plugin. If you are instead using vouchers from the Shopware standard, you can find the corresponding instructions here.
If your customers want to cancel or return an order that was paid for with a gift voucher, different peculiarities arise depending on the situation. Below, we show you different scenarios and how to proceed in each case.
Note: If you use our Export for DATEV plugin, please note that the value relevant for the DATEV posting is the one that was in the line item overview at the time the invoice or cancellation invoice was created. If the process is carried out as described in scenario 4, the amounts in the DATEV postings will be correct accordingly.
Scenario 1: The gift voucher was fully redeemed with the order to be cancelled.
In this case, the voucher has been marked as redeemed by the system. This cannot be undone. Please proceed as follows:
Cancel the order as usual.
Create a new gift voucher product as described here. Instead of selecting an existing gift voucher, click on Create new gift voucher and enter the remaining value as the amount. Please note that you may need to round up here, as vouchers can only be issued for whole euro amounts.
To ensure the voucher cannot be purchased by other customers, remove the checkmark next to Active.
In the voucher administration, you can now manually generate a voucher code and send it to your customer.
Scenario 2: An order with only one item is to be cancelled. The gift voucher is only partially redeemed.
As soon as you set the order status to Cancelled/Declined, as you would for a regular cancellation, the remaining value of the voucher is automatically adjusted.
Scenario 3: The order has already been shipped and is now to be returned. The gift voucher is only partially redeemed.
Start the return process as usual.
In the Cancel line items window, you additionally need to increase the value in the Cancel column for the gift voucher line item to 1. If you also refund the shipping fees, the total amount should then update to €0.00
After the return, the order status must be changed to Cancelled/Declined so that the remaining value of the voucher is correct again.
Scenario 4: The order contains multiple items and only part of it is to be cancelled. The gift voucher is only partially redeemed.
In the following order, the item "Toscana Rosé" for €9.95 is to be cancelled.
The order was paid for with a gift voucher worth €50.00. After deducting €25.40, the used voucher now has a remaining value of €24.60.
First, change the value in the Price field for the gift voucher line item to match that of the item to be cancelled, so in this case to -€9.95.
Now select the line item of the item to be cancelled as well as the gift voucher line item and click on Cancel line items. Since the other items in the order still need to be shipped, the shipping costs should not be refunded. Therefore, remove the checkmark next to Cancel shipping costs. The total amount should now be €0.00. Click on Confirm cancellation.
The cancellation invoice should now look like this:
Now you need to correct the remaining value of the gift voucher. Due to the previous change of the price in the Line items tab, the voucher administration incorrectly shows a remaining value of €40.05.
The correct value is obtained by subtracting the actually refunded value (here: €9.95) from the amount deducted in the invoice (here: €25.40). In our example, this would be:
€25.40 - €9.95 = €15.45
The difference corresponds to the price of all non-cancelled items plus shipping costs. Adjust the value in the Price field for the gift voucher line item again by entering the calculated value.
The remaining value of the voucher in the voucher administration is now correct again:
