Refunding Orders

Updated 3 months ago

Check out this short tour about refunding (and cancelling) orders!

Prerequisite: Refunding orders is only for unshipped orders. Shipped orders should be handled through an RMA, from which a refund can be issued, if needed.

Refunding local orders

  1. Order Details page > Action Menu > Refund Payment > Go.
  2. On the Manage Payment page, choose a refund method from the dropdown menu > 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 disallow shipping. 
If you are issuing a partial refund or even a full refund, but still plan to ship the item, you must check the Add the Refund as a Discount to Order box. This is because, for non-wholesale customers, you are unable to ship without having received full payment.

Refunding Amazon orders

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

If an Amazon order has been ship-confirmed: 

  1. On the Order Details page, click 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 from the Refund Reason dropdown. SellerCloud submits this refund information via Amazon's API, and adjusts the orders' payment status. After the refund is processed, Amazon will refund the commission.

Refunding Rakuten orders

Same as Amazon.

Refunding Newegg orders

Same as Amazon.

Refunding Sears orders

  1. On the Order Details page, click 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.

Refunding eBay orders 

Refunding an eBay order is a 2-step process: Opening a dispute to get a commission refund, and refunding the order.

  1. On the Order Details page, click Action Menu > Open/Manage Dispute.  
  2. From the dropdown, choose We both have agreed not to complete the transaction.
  3. In the next dropdown, choose The buyer has returned or is returning the item for a refund.
  4. Click Open Dispute. When the dispute is settled, eBay will refund the commission to you.
  5. 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. 
  6. 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. 
  7. On the Order Detail page, click Action Menu > Refund Payment > Go
  8. On the Manage Payment page, choose a refund method, which must match payment method. 
  9. Enter a refund amount and click Submit. When payment was made through PayPal, a refund will be generated through PayPal.

Refunding Walmart orders

  1. On the Order Detail page, click 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. 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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