This article explains what each order status means during cancellations and refunds, when Zenamu processes refunds automatically, and when you need to handle them manually.
When does Zenamu refund automatically vs manually
Automatically: Card payments, PayPal, pass payments (credits, entries), and memberships are typically refunded automatically based on your cancellation policy settings.
Manually: Bank transfer or cash payments. You send the money back outside of Zenamu (e.g., through your online banking) and then confirm the refund in Zenamu.
Order statuses in practice
Payment awaiting refund
The cancellation has either not been processed yet, or it has been processed but you haven't confirmed the refund as complete. This status is common for manual refunds (bank transfer, cash).
Refunded / partially refunded
The refund has been completed and confirmed. The order is financially closed depending on whether it was a full or partial refund.
Step by step: processing a manual refund
In the order detail, check the amount to be refunded and the cancellation policy.
Send the money to the client outside of Zenamu (e.g., via bank transfer from your online banking).
In the order administration, click Confirm refund.
Verify that the status changed from "awaiting refund" to "refunded" (or "partially refunded").
Common situations and tips
I sent the money, but the status still says "awaiting refund"
You still need to click Confirm refund. A bank transfer alone does not update the status in Zenamu.
I accidentally clicked "Mark as unpaid"
Check the order history and set the correct payment status. If you already sent the money to the client, use the appropriate refund confirmation.
Cancellation of a bank transfer payment
Zenamu cannot send money from your bank account on its own. Process the refund manually and then confirm it in the system.
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