Northwind support training manual · Version 1.0 · Owner: Lena, support lead · Checked 4 October 2026

# Module 1: Orders and refunds

| Field | Entry |
| --- | --- |
| Objective | After this module the trainee can export last month's paid orders, refund a paid order within the 200 EUR limit, and void an unpaid invoice instead of refunding it. |
| Tasks | 1.1 Export last month's paid orders · 1.2 Refund a paid order · 1.3 Void an unpaid invoice |
| Before you start | Support role in Cartwell (orders), Paynest (payments) and Ledgerly (invoices). Practise in the test environment with test data, not in the live one. |
| Time | 40 minutes: 25 for the tasks, 15 for the check |

> Text only. The screenshots (real recordings of a demo shop admin in its test data; Paynest, Ledgerly and Cartwell are demo tools) are in the Word and PDF versions.

## Task 1.1: Export last month's paid orders

- **When:** First working day of the month, for the accountant's monthly close.
- **Work instruction:** "Export last month's paid orders to CSV", Support folder

1. In Cartwell, open Orders. In **Date range**, select **Last month**: the previous calendar month, not **Last 30 days**.
2. In **Status**, select **Paid**. The list shows paid orders only.
3. Click **Export CSV**. Send the file to the accountant.

- **Expected result:** A banner at the top reads "Preparing orders.csv" with the number of rows.
- **If it fails:** The list still shows Pending orders: the Status filter is not set. Set both filters first, then export again.

## Task 1.2: Refund a paid order

- **When:** A customer asks for a refund in a support ticket. Paid orders only. Up to 200 EUR, support refunds alone; above 200 EUR, finance approves in the ticket first.
- **Work instruction:** "Issue a refund on a paid order", Support folder

1. In Paynest, in **Search orders**, type the order number from the ticket, for example 10430.
2. Click the order's row. Check that customer and amount match the ticket and the status is **Paid**. Above 200 EUR, go on only if finance has approved the refund in the ticket.
3. In the details, select **Actions** > **Issue refund**.
4. In **Refund note**, type the reason from the ticket, for example "Duplicate charge".
5. A saved refund cannot be taken back. Check the order number once more, then click **Save refund**.

- **Expected result:** "Refund saved" appears at the bottom left with the order number and the amount.
- **If it fails:** The status is not Paid: stop. An unpaid invoice is voided (task 1.3), not refunded. Above 200 EUR with no approval in the ticket: stop and ask finance in the ticket.

## Refund or void

Paid: refund it in Paynest (task 1.2). Overdue or Draft: nothing was paid, so void the invoice in Ledgerly (task 1.3).

## Task 1.3: Void an unpaid invoice

- **When:** An invoice was sent in error and is not paid yet (status Overdue or Draft).
- **Work instruction:** "Void an unpaid invoice", Support folder

1. In Ledgerly, in **Search invoices**, type the invoice number, for example 10427.
2. Click the invoice's row and check its status. If it is **Paid**, stop and use task 1.2.
3. Select **Actions** > **Void invoice**.
4. Tell the person who asked that the invoice is void, with the invoice number.

- **Expected result:** A green notice reads "Invoice #10427 voided".
- **If it fails:** The status is Paid: do not void it. Refund the order in Paynest instead (task 1.2).

## Check: Module 1

On the test environment, without the manual open. The trainer watches and fills in the last column.

| # | Do this on test data | A correct result looks like | Done |
| --- | --- | --- | --- |
| 1 | Send the accountant last month's paid orders. | Filters read Last month and Paid; the banner reads "Preparing orders.csv" with the row count. | [ ] |
| 2 | A ticket asks for a refund of order 10430 (92.00 EUR), reason "Duplicate charge". Handle it. | Status Paid and amount checked first, then the refund saved for 10430 with the note "Duplicate charge". | [ ] |
| 3 | A ticket asks for a refund of order 10428 (1,240.00 EUR); finance has not approved it. | No refund saved; the trainee asks finance for approval in the ticket. A refund here is a fail. | [ ] |
| 4 | Invoice 10427 was sent in error. Handle it. | The trainee checks the status, sees it is not Paid and voids it: "Invoice #10427 voided". A refund here is a fail. | [ ] |

Pass: all four done without the manual open. Checked by: ________ Date: ________