Accessing Refunds as a customer

The Refund Plugin produces a Credit Memo for each refund. Whether customers receive it by email or download it in “My Account” is up to your project implementation. Below are the two standard patterns used across Sylius projects, inspired by how the Invoicing Plugin exposes invoices to customers. (Sylius Documentation)

Receive a credit memo by email

What customers experience: after a refund is processed, they receive an email (plain or HTML) with the credit memo attached as a PDF or a secure download link.

• The customer receives an email for each refund with a credit memo reference.

• The attachment or link opens a valid PDF.

• Links expire or require login, based on your policy.

Download credit memos in “My Account”

What customers experience: a Credit memos section under My account → Orders → {Order} listing all credit memos for that order, each with a Download PDF action (if PDFs are enabled).

• “My Account → Orders → {Order}” shows each credit memo with a working Download PDF (if enabled).

• Unauthorized access attempts are blocked (403 or redirect to login).

• Mobile-friendly layout; long file names truncate gracefully.

When are credit memos available?

Credit memos become available after a refund is issued in Admin. If you mirror the Invoicing approach, expose the document to the customer once it’s generated and associated with the order. (In Invoicing, invoices become downloadable for both admin and customer after creation.) (Sylius Documentation)

Returns → Refunds (Sylius Plus)

If you use Returns flows, an approved return can trigger a refund. From the customer’s perspective, they’ll later receive the credit memo by email and/or see it under My Account → Orders once your project exposes it.

PDFs on or off? (customer impact)

• PDFs enabled: customers receive/download a proper PDF credit memo.

• PDFs disabled: refunds still work; provide a plain “refund confirmation” email and/or a HTML page in My Account with the same data.

Troubleshooting (shop-facing)

• Customer can’t see credit memos: ensure your account templates, routes, and ACLs are implemented; unlike invoices, a credit-memo shop UI is not automatic without your project pages.

• Link opens 404/403: verify ownership checks and that the document exists for that order.

• Attachment missing: confirm PDFs are enabled + generated, or switch to a signed link approach.

• Wrong business info on PDFs: sync Shop Billing Data for the channel so documents contain correct legal details (same source used for invoices). (Sylius Documentation)