I NEED A REFUND. HOW SHOULD I DO?

IF

SCENARIO 1 : PAYMENT STATUS : PAYMENT APPROVED

STEP 1: If the order status is “Payment Approved”, click here to expand.

STEP 2: Then click “REFUND/RETURN (CREDIT NOTE)” at the bottom

STEP 3: If you wish to CANCEL whole order with FULL amount, follow below sequence by select:
“FULL AMOUNT” → Insert your refund reason → Click “CONFIRM & PROCEED

If you wish to CANCEL PARTIAL amount of the order, follow below sequence by select:
“PARTIAL AMOUNT” → Insert the refund amount in CNY → Select a reason of refund from the list  → Click “CONFIRM & PROCEED

  • Your refund will automatically approved once the status shows “Approved”.
  • If you don’t see your recent refund transaction, click on “Show Refund Transactions” to view it.
  • All refunded amounts will be credited back to your Exchange wallet.

    Non-E-Invoice user → The Credit Note (CN) will be available for download in the Refund section after the refund has been approved.
    E-Invoice user → The Credit Note (CN) will be available for download in the Refund section on the
    4th of the following month after the refund is approved.

Additional Information #1 : If your refund reason is related to Inventory, then CIEF will issue you the CN state as “Return Inward

SAMPLE OF CREDIT NOTE

Additional Information #2 : If your refund reason is related to Discount, then CIEF will issue you the CN state as “Discount Allowed

SAMPLE OF CREDIT NOTE

HOW REFUNDS AND INVOICE AMOUNTS REFLECT BEFORE AND AFTER E-INVOICE

After E-Invoice started, although the E-Invoice process looks slightly different, the total value and refund handling remain the same.

The full order value will appear on the E-Invoice, and any refund will be recorded separately via an E-Credit Note. This format is fully LHDN-compliant, and your total cost remains unchanged.

BEFORE E-INVAFTER E-INV
ORDER AMOUNTRM 1,000ORDER AMOUNT RM 1,000

REFUND REQUEST

RM 200

REFUND REQUEST

RM 200

BOOKKEEPING

INVOICE AMOUNT

RM 800

INVOICE AMOUNT

RM 1,000

REFUND NOTE

(RM 200)

CREDIT NOTE

(RM 200)

SCENARIO 2 : PAYMENT STATUS : PROCESSING PAYMENT / TRANSFERRED

STEP 1: If the order status is “Processing Payment” or “Transferred”, click here to expand.

STEP 2: Then click “REFUND/RETURN (CREDIT NOTE)” at the bottom

STEP 3: If you wish to CANCEL whole order with FULL amount, follow below sequence by select:
“FULL AMOUNT” → Insert your refund reason → Click “CONFIRM & PROCEED

If you wish to CANCEL PARTIAL amount of the order, follow below sequence by select:
“PARTIAL AMOUNT” → Insert the refund amount in CNY → Select a reason of refund from the list  → Click “CONFIRM & PROCEED

  • Your refund will first appear under “Pending Verification” status.
  • CIEF will review and approve or reject it within 3-5 working days.
  • If you don’t see your recent refund transaction, click on “Show Refund Transactions” to view it.
  • Once CIEF approves the refund, the status will update to “Approved” and the amount will be refunded to your Exchange wallet.

    Non E-Invoice user → The Credit Note (CN) will be available for download in the Refund section after the refund has been approved.

    E-Invoice user → The Credit Note (CN) will be available for download in the Refund section on the 4th of the following month after the refund is approved.

Additional Information #1 : If your refund reason is related to Inventory, then CIEF will issue you the CN state as “Return Inward

SAMPLE OF CREDIT NOTE

Additional Information #2 : If your refund reason is related to Discount, then CIEF will issue you the CN state as “Discount Allowed

SAMPLE OF CREDIT NOTE

HOW REFUNDS AND INVOICE AMOUNTS REFLECT BEFORE AND AFTER E-INVOICE

After E-Invoice started, although the E-Invoice process looks slightly different, the total value and refund handling remain the same.

The full order value will appear on the E-Invoice, and any refund will be recorded separately via an E-Credit Note. This format is fully LHDN-compliant, and your total cost remains unchanged.

BEFORE E-INVAFTER E-INV
ORDER AMOUNTRM 1,000ORDER AMOUNT RM 1,000

REFUND REQUEST

RM 200

REFUND REQUEST

RM 200

BOOKKEEPING

INVOICE AMOUNT

RM 800

INVOICE AMOUNT

RM 1,000

REFUND NOTE

(RM 200)

CREDIT NOTE

(RM 200)