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Configure Refund Handling


Overview

Sellercloud offers several options which can restrict specific users from issuing refunds, regardless of which channel the order originated from. In this article, you will learn how to Restrict Refund Handling, set refund limits, and more. Before you configure Advanced Permissions for an employee and apply certain restrictions, read about the initial Employee Permissions and Roles configuration.

Restrict Refund Handling

Advanced permissions and restrictions are configured for the Employee by Client Admins. To access the Advanced Permissions for Order Handling and fully restrict an employee from initiating refunds:

  1. Go to Settings > Employees > Manage Employees.
  2. Select an Employee > Toolbox > Permissions > Order.
  3. Click Edit.
  4. Uncheck the Initiate Refund box.
  5. Save.

Limit Refund Handling

In Sellercloud, you can limit the refund amount for all Refund handlers. To do that:

  1. Go to Settings > Client Settings > General Client Settings.
  2. Navigate to Security > Limit Order Refund to.
  3. Specify a new limit value.
  4. Save.

Require Refund Approval

You can allow refund-restricted users to initiate the refund request, but require that the refund be approved in order to be completed. To do that:

  1. Go to Settings > Client Settings > General Client Settings.
  2. Check the Enable Order Pending Actions setting.
  3. Save.

When a restricted user refunds, or cancels an order, it will not actually process it immediately, but rather will generate a refund request which can only be accessed by employees who are not restricted, like a client admin or a refund handler.

Refund requests can be managed from the Order Action Request page located in the Orders menu. Select an order and select an action from the menu, either to process the refund or to reject the request. When rejecting a request you will need to enter a reason on the following page before continuing on. This feature is currently only available in Sellercloud’s Alpha interface (Show me where)!

Sellercloud offers several options which can restrict specific
users from issuing refunds, regardless of which channel the order originated from.

Option #1 – Restrict a user entirely.

  1. Open the Employee tab and select that
    employee.
  2. Click on the Roles tab on the side
    menu.
  3. Move the role called Refund Handler to the Not A Member Of column by selecting it
    and clicking the Remove button.
  4. If this employee would attempt to
    refund an order, the refund process will not proceed.

Option #2  – Set a refund amount to limit even Refund
Handlers.

  1. In the Client Settings, check the
    setting Limit Order Refund to
    _______     to limit a refund amount, and enter a maximum refund value.
  2. Save the setting. Now a Refund
    Handler can only issue small refunds, and any large amount will need to be
    issued by a Client Admin.

Option #3  – Allow refund-restricted users  to initiate the refund request, but require
that the refund be approved in order to be completed.

  1. Open the Client Settings and check
    the Enable Order Pending Actions
    option.
  2. When a restricted user refunds, or
    cancels an order, it will not actually process it immediately, but rather will
    generate a refund request which can only be accessed by employees who are not
    restricted, like a client admin or a refund handler.
  3. Refund requests can be managed from
    the Order Action Request page on the
    Order menu.
  4. Select an order and select an action
    from the menu, either to process the refund or to reject the request. When
    rejecting a request you will need to enter a reason on the following page
    before continuing on.
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