Refunding Orders

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Refunding orders works for unshipped orders only. Orders that have shipped should be handled through an RMA, from which a refund can be done, if needed.
If you are issuing a partial, or even full, refund, but still plan to ship the item, you must check the Add the Refund as a Discount to the Order checkbox. This is because, for non-wholesale customers,  you are unable to ship without full payment being received.

Refund a Local Order

  1. Order Details page > Action Menu > Refund Payment > Go.
  2. Choose a refund method from the Action Menu on the Manage Payment page. 
  3. Click Submit.
If the order has not been shipped (or can still be set to unshipped) and you want to partially (or fully) refund payment as compensation for delayed delivery, you must enter the refunded amount as a discount in the order. Otherwise, the system will see the order as only partially paid and will not allow shipping. 

Refund an Amazon Order

If the order has not shipped, you must cancel the order.

If an Amazon order has been ship-confirmed: 

  1. Order Details page > Action Menu > Issue Refund > Go.
  2. Confirm the amount refunded. Line item refunds and partial refunds are allowed, as on SellerCentral. 
  3. Select a Refund reason. SellerCloud submits this refund information via Amazon's API and adjusts the payment status of the order. After the refund has been processed, Amazon will refund the commission.

Refund a Buy.com Order

  1. Same as Amazon.com.

Refund a NewEgg Order

  1. Same as Amazon.com.

Refund a Sears Order

  1. Order Detail page > Action Menu > Issue Refund > Go.
  2. Enter the refund amount. Defaults to order subtotal. Although Sears does not refund line items, partial refunds on the order are accepted.
  3. Enter a reason for the refund and press Continue. After the refund processed, Sears will refund the commission on the next settlement.

Refund an eBay Order 

Refunding an eBay order is a 2-step process: Opening a dispute to get a commission refund, and refunding the order.
  1. Order Detail page > Action Menu > Open/Manage Dispute.  
  2. Select "We both have agreed not to complete the transaction." Another dropdown appears; choose "The buyer has returned or will return the item for a refund."
  3. Click Open Dispute. When the dispute is settled, eBay will refund the commission to you.
  4. Adjust the commission amount on the order by clicking on the commission value in the P&L tab and editing the amount to zero in the pop-up box. 
  5. Adjust the transaction fee amount on the order by clicking on the fee value in the P&L tab and editing the amount to zero in the pop-up box. 
  6. Order Detail page > Action Menu > Refund Payment > Go
  7. On Manage Payment page, choose a refund method. The refund method must match the payment method. 
  8. Enter a refund amount and click Submit
  9. When payment was made through PayPal, a refund will be generated through PayPal.

Refund a Walmart Order

  1. Order Detail page > Action Menu  > Issue Refund > Go
  2. Confirm the amount being refunded. Line item refunds and partial refunds are allowed.
  3. Select a Refund reason. Press Continue
  4. SellerCloud submits this refund information to Walmart, and also adjusts the payment status of the order.


Refunds for payments made through Paypal

Refunds for PayPal payments can only be made within 180 days from when payment was processed. After 180 days, you must refund directly from your PayPal account. Also, if payment was made with a coupon or gift certificate, you can only issue a Full Refund, not a partial one. Read about PayPal's refund policies here.

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