> For the complete documentation index, see [llms.txt](https://developer.esw.com/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://developer.esw.com/adobe-commerce-magento/esw-adobe-extension-features/appeasements..md).
# Appeasements.
Appeasements compensate shoppers for order issues, such as late delivery. ESW supports appeasements before shipment and after shipment. When an appeasement is approved, the shopper refund is processed and synchronized to Adobe Commerce (Magento).
Do not use appeasements for returned goods. For return-related refunds, use [Order Fulfillment Returns](/adobe-commerce-magento/esw-adobe-extension-features/order-fulfillment-returns.md).
Appeasements are synchronized to Adobe Commerce (Magento) by webhook and processed by the module.
{% hint style="info" %}
The integration depends on webhook delivery. To verify the webhook setup, follow the [webhook integration section](https://know.esw.com/space/TDR/1234732351/Webhooks+Integration).
{% endhint %}
{% hint style="warning" %}
The appeasement sync recreates the ESW appeasement as a credit memo. The order must already be invoiced in Adobe Commerce (Magento).
{% endhint %}
### Appeasements configuration
The configuration section for Appeasements is available in the main ESW Module configuration tab.
{% hint style="info" %}
Appeasement webhook processing is asynchronous. To validate the async setup, follow the [asynchronous integration section](https://know.esw.com/space/TDR/1234732368/Asynchronous+Integration).
{% endhint %}
### Rules for order-level appeasements
ESW applies these rules to order-level appeasements:
* Appeasement requests can be sent before or after the order is shipped out.
* Appeasements can be issued as long as there is a balance available to appease.
* If no balance remains on the order, additional appeasement requests fail. This includes cases where the full order amount, full merchandise amount, or full shipping amount has already been appeased.
### Appeasement types
The ESW Customer Service Portal supports three appeasement types:
* Order
* Shipping
* Item
### Create order or shipping appeasements
Order and shipping appeasements refund either the full order value or the shipping amount.
To create an order or shipping appeasement:
1. Log in to CSP and search for the order.
2. Click **View Details** to open the *Order details* page.
3. To appease the order value, click **Refund** next to **Order Total** in the *Order Values* section.
4. A pop-up will appear.
5. Click **Full Refund** or move the slider to select the percentage to appease. Both full and partial appeasements are supported.
6. Select the appeasement reason.
7. Enter the appeasement reference.
8. Click **Yes**.
9. Review the appeasement details in the confirmation pop-up.
10. Click **Yes** to confirm the appeasement request.
11. After a few minutes, open the *Credit Memo* tab under *ORDER VIEW* in Adobe Commerce (Magento).
### Create item appeasements
Item appeasements refund merchandise value only.
To create an item appeasement:
1. Log in to CSP and search for the order.
2. Click **View Details** to open the *Order details* page.
3. To appease item or merchandise value, select the *Refund* checkbox and click **Refund Selected** in the *Order Items* section.
4. A pop-up will appear.
5. Click **Full Refund** or move the slider to select the percentage of merchandise value to appease. Both full and partial appeasements are supported.
6. Select the appeasement reason.
7. Enter the appeasement reference.
8. Click **Yes**.
9. Review the appeasement details in the confirmation pop-up.
10. Click **Yes** to confirm the appeasement request.
11. After a few minutes, open the *Credit Memo* tab under *ORDER VIEW* in Adobe Commerce (Magento).
### Resolve appeasement sync issues
Use module logs for more detail when troubleshooting sync issues.
The store is not receiving webhooks from ESW.
The integration relies on webhook delivery. For details, refer to the [webhook integration section](https://know.esw.com/space/TDR/1234732351/Webhooks+Integration).
The webhook was received, but the Credit Memo has not been created.
The integration relies on asynchronous processing. For details, refer to the [asynchronous integration section](https://know.esw.com/space/TDR/1234732368/Asynchronous+Integration).
---
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