eBay Refunds and Returns Workflow

Understanding eBay returns and refunds

When refunding eBay orders, you’ll encounter the below scenarios:

Each scenario has a different workflow.

Learn more about selling on eBay with Sellercloud.


Full and partial refunds – initiated by the customer on eBay

A full or partial refund is initiated by eBay when a customer opens a refund request with eBay. Before you can start this workflow, ensure that the two following services are running:

  • eBay Order Dispute service must be running
  • Enable Ebay Refunds Based On Returns Work Flow (app setting) must be enabled

These are necessary to import the returns and refunds information from eBay automatically.

Contact Sellercloud Support to confirm that both of these settings are configured.
  1. The RMA is created on eBay and automatically imported into Sellercloud. The RMA will also be automatically linked to the related order > The RMA page will now show the action Complete RMA on eBay.
  2. Select Complete RMA on eBay > Go.
  3. You will be redirected to a new page. Select Issue Refund from the Action dropdown menu.
  4. Enter the refund amount and a comment.
  5. Click Continue.
If there is an existing return dispute on eBay’s end, you can link it to your RMA in Sellercloud by using the action Connect to eBay return located on the RMA details page.

Full and Partial refunds – initiated by the seller on eBay

There are two possible scenarios when issuing a full or partial refund that’s initiated by the seller on eBay.

  • Order is unshipped
  • Order is shipped

To refund either a shipped or unshipped order, use the action Issue Refund on eBay.

  1. Go to your Order Details page > This page will now show the action Issue Refund on eBay.
  2. Select Issue Refund on eBay > Go.
  3. You will be redirected to a new page. Select Issue Refund from the Action dropdown menu.
  4. Enter the refund amount and a comment.
  5. Click Continue.

eBay Order Cancellations

For orders that you want to cancel on eBay, you can use the action Cancel on eBay. This only applies to unshipped orders. For fully shipped orders or any order where tracking has already been sent to eBay, you should issue a refund.

For orders that already have a cancellation request on eBay’s end, Sellercloud will receive and process that by marking the order as Refunded and the status of the order will be set to Cancelled.


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