Unable to issue refund

[Zyles]

Preconditions (*)

Magento 2.3.3

Steps to reproduce (*)

1. Create order with two items
2. Invoice the order
3. Create credit memo, enter a sum in "Adjustment refund" box
4. Hit "Refund"

Expected result (*)

Able to refund.

Actual result (*)

The most money available to refund is XXX.

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Please provide Severity assessment for the Issue as Reporter. This information will help during Confirmation and Issue triage processes.

• Severity: S0 - Affects critical data or functionality and leaves users without workaround.
• Severity: S1 - Affects critical data or functionality and forces users to employ a workaround.
• Severity: S2 - Affects non-critical data or functionality and forces users to employ a workaround.
• Severity: S3 - Affects non-critical data or functionality and does not force users to employ a workaround.
• Severity: S4 - Affects aesthetics, professional look and feel, “quality” or “usability”.

[m2-assistant]

Hi @Zyles. Thank you for your report.
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Please, add a comment to assign the issue: @magento I am working on this

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[m2-assistant]

Hi @ajijshekh123. Thank you for working on this issue.
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[ajijshekh123]

@magento give me 2.4-develop instance

[magento-engcom-team]

Hi @ajijshekh123. Thank you for your request. I'm working on Magento 2.4-develop instance for you

[magento-engcom-team]

✅ Confirmed by @ajijshekh123
Thank you for verifying the issue. Based on the provided information internal tickets MC-35858 were created

Issue Available: @ajijshekh123, You will be automatically unassigned. Contributors/Maintainers can claim this issue to continue. To reclaim and continue work, reassign the ticket to yourself.

[madhurajawat]

@magento I am working on this

[madhurajawat]

@magento give me 2.4-develop instance

[magento-engcom-team]

Hi @madhurajawat. Thank you for your request. I'm working on Magento 2.4-develop instance for you

[magento-engcom-team]

Hi @madhurajawat, here is your Magento instance.
Admin access: https://i-29014-2-4-develop.instances.magento-community.engineering/admin_6b39
Login: 83a17a2e Password: 2d66b26d77d8
Instance will be terminated in up to 3 hours.

[madhurajawat]

@Zyles Can you please elaborate more step 3. Create credit memo, enter a sum in "Adjustment refund" box
What you are doing exactly in this step? If possible please share the screenshot

[ajijshekh123]

Hi @sdzhepa & @madhurajawat,
In the Credit Memo section,
Ex: My Grand Total is $8.07 and Enter the Adjustment Refund is $35.00 then Click on Update Totals button. It's working fine but Again click on the "Refund Offline" button. It is showing an error "The most money available to refund is $8.07.".

Thanks.

[magento-engcom-team]

Hi @sdzhepa. Thank you for your request. I'm working on Magento 2.4-develop instance for you

[magento-engcom-team]

Hi @sdzhepa, here is your Magento instance.
Admin access: https://i-29014-2-4-develop.instances.magento-community.engineering/admin_d53a
Login: a0c20e20 Password: d97b1e4914a0
Instance will be terminated in up to 3 hours.

[sdzhepa]

Hello @Zyles
cc: @ajijshekh123

Thank you for your contribution and collaboration!

At first glance, it looks like a bug but after dig deeper, and read the documentation I found it is expected behavior.

Quote from the official documentation "Create a Credit Memo"

For Adjustment Refund, enter a value to be added to the total amount refunded as an additional refund that does not apply to any particular part of the order (shipping, items, or tax).

The amount entered cannot raise the total refund higher than the paid amount.

It means that "Adjustment Refund" cannot be used to return more money that was paid for all ordered items.
But it applicable in the case with a partial refund.

Example of a partial refund with "Adjustment Refund":

1. There is invoiced order with two items/products
   -- Product1, price = $100
   -- Product2, price = $50

2. But Customer desires to return Product1 because it e.g. damaged or wrong or etc.

3. Store Owner creates partial return/refund
   -- for one item - Product1
   -- and addition $25 as compensation, Adjustment Refund = 25

Total refund amount lest then total ordered amount.

So, if you need to return the amount bigger than all order total, "Adjustment Refund" is not applicable to such a case.
I cannot remember any other base Magento functionality that can satisfy this case but probably it already exists as a part of extension/customization of Marketplace

[vinhan2020]

@magento give me 2.4-develop instance