Check payment, cancellation and returns

1. Open the order and read its payment method and status. Cash on delivery describes how you expect to collect. A buyer’s UPI reference helps you match a payment in your own account; it is not automatic verification.
2. For an order paid online through Razorpay, read the Online payment panel on the order. An order that is waiting for payment cannot move to confirmed or packed, and a download or course is not delivered until the payment is confirmed. The panel lists what Razorpay told Kyloth, and you can choose Check with Razorpay to ask it about this one order. That is a single read; it never charges, captures or refunds anything.
3. A payment link stays open for one hour. If the buyer does not pay in that time, Razorpay closes the link and Kyloth cancels the order and puts its stock back. A buyer whose payment attempt fails can try again on the same link until it closes.
4. If money arrives after the link closed or the order was cancelled, the order is not reopened and its stock is not taken again. The payment is listed under Payments to review, from the banner on Orders. Refund it in your Razorpay dashboard, or contact the buyer and place the order again by hand, then add a note and choose Mark as dealt with.
5. When you cancel an online order that has not been paid, Kyloth asks Razorpay to close its payment link so the buyer cannot pay an order you have ended. The order is cancelled and its stock returned whether or not Razorpay answers. If Razorpay cannot be reached, Kyloth keeps trying in the background and the order is listed under Payments to review as a payment link still open on a cancelled order until Razorpay confirms. A buyer who paid before the link closed is still recorded as paid after the order closed.
6. Payments to review also lists an online order whose link may exist but was never confirmed, one whose result has not arrived long after the link should have closed, and one where Razorpay's figures differ from the order's. Choose Check with Razorpay first; if it cannot settle the order, follow the order's own instruction. Kyloth also re-reads orders that are still waiting on Razorpay every few minutes in the background and records a payment it finds, in the same way the signed confirmation would. It does not release the stock of a link that has closed; choosing Check with Razorpay does.
7. For an accepted checkout whose response was lost, ask the buyer to retry the same details in the same browser tab. If the tab is gone, use the existing order number and phone lookup before starting a new order.
8. To cancel an order that has not shipped, open it and choose Cancel order. Read the confirmation: cancellation cannot be undone. Once a parcel has shipped it is not cancelled. For an order eligible for return after delivery, use Mark returned when the goods have returned.
9. If a parcel you shipped comes back to you, open the order and choose Parcel came back in the Returned to origin panel. Say why it came back and the date it was sent back. Kyloth records the order as cancelled, keeps its dispatch record, and counts it as a return to origin in your reports. It does not put the items back in stock yet.
10. When the returned parcel is in your hands, choose I have the parcel. That is the only moment the items go back to stock, once. If stock for the order was already returned some other way, nothing is added a second time, and the panel says which happened. For a prepaid order you can then refund the buyer from the Refunds panel; a refund cannot return items to stock while the parcel is still on its way back.
11. Read Stock after this order. Check units restored, not deducted and needing review. Compare a review outcome with the actual product or option in Inventory before correcting its count.
12. To give money back, open the order and read the Refunds panel. Only the owner or an admin sees the Refund this order button. For an order Razorpay collected, choose to send the refund through Razorpay; Kyloth asks Razorpay once, shows the result on the order, and never sends the same refund twice. You can refund part of an order, up to what is left. The amount is checked again on Kyloth; the box is only a request.
13. A Razorpay refund can show as In progress for a while. If you have subscribed your webhook to the refund events, Razorpay's signed message settles it by itself; otherwise, or if the panel still says Razorpay has not confirmed it, choose Check with Razorpay. Only when you have looked in the Razorpay dashboard yourself should you choose Settle by hand and say whether the refund exists; that choice is final.
14. For cash on delivery, or a payment you received outside Razorpay, choose that you returned the money yourself. Kyloth sends no money; it records that you did, with the same effect on the order's figures. This is allowed only once money was actually collected.
15. A customer can ask to cancel before the parcel ships, or to return items for a short time after delivery, from their receipt. Their request appears on the order. Approving it records your decision and tells nothing else to happen: cancel the order or mark it returned yourself, then refund. Declining needs a reason the customer will see.
16. When a shop can take uploads, a customer can attach up to three PNG or JPEG photos of the items, up to 5 MB each, when they ask for a return. Each file is checked for malware before it is stored, and a file that cannot be checked is not accepted. The photos are private: they appear as small pictures on the request in your Refunds panel, open only for you when you are signed in, and are never shown on a public page. They can be added only while you have not yet answered the request.
17. When the returned items arrive, choose Mark items received. Kyloth asks you to inspect them: choose their condition, and whether you accept the return, accept part of it or refuse it, with optional notes. For a part acceptance, enter the amount you accept. Your inspection moves no money. A refund you link to that return can be no more than you accepted, and if you refuse the return no refund can be linked to it. The refund itself is still made from the Refunds panel, by the owner or an admin.
18. If the order had a tax invoice, each refund issues a credit note against it, numbered in its own series. Open it from the refund on the order. The tax on it is the invoice's tax in proportion to the amount credited; confirm how delivery and cash-on-delivery charges are treated with your tax adviser.
19. Changing an order to cancelled or returned does not by itself send any money back. Refund it from the Refunds panel.

Local Razorpay tests collect no real money and still affect order and stock records. Refunds to a real card need live payments to be switched on for this Kyloth and confirmed by you, which in turn needs Razorpay's live approval of your account; until then a refund only works with test keys on a test setup. Cancelling an order does not return the buyer's money. This manual does not describe a seller control for charging Kyloth subscription fees.