Order Refunds and Cancellation Workflow


Overview

In this article, you will learn how to refund and cancel orders.

If your order is fully shipped, order cancellations and returns should be handled through an RMA, from which a refund can be issued if needed.

Refund an Order

  1. Go to Orders > Manage Orders > open an order.
  2. In the Action Menu, click Issue Refund.
  3. Fill in the fields and click Refund.
  4. If you are issuing a partial or full refund, but still plan to ship the item, you must check the Add the Refund as a Discount to Order check-box. This is because, for non-wholesale customers, you are unable to ship without having received full payment.refund

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. If payment was made with a coupon or gift certificate, you can only issue a Full Refund. Read about PayPal’s refund policies here.


Cancel an Order

The process of canceling an order that is paid, but not shipped, depends on the order source. On most marketplaces, customers can initiate a cancellation request but cannot cancel an order themselves. How the buyer contacts the seller differs between channels.

To cancel an order:

  1. Go to Orders > Manage Orders > open an order.
  2. In the Action Menu, click Cancel Order.cancel an order

To cancel a part of an order:

  1. Split an order into two parts.
  2. Cancel part of the order and ship the other part.

If an order is canceled, it will be prevented from going into Shipbridge for shipping. Even if the order is already on your Shipbridge grid, the order status will be auto-checked and prevented from shipping.


Refund and Cancel Orders on Different Channels

Find out more channel specifics in the following articles:


Refunding Orders

Check out this short tour about refunding (and canceling) 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 is 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 the 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.


Canceling an Order


Check out this short tour about canceling (and refunding) orders in Sellercloud’s Alpha interface.

The process of canceling an order that is paid, but not shipped, depends on the order source.

If an order is canceled, it will be prevented from going into ShipBridge for shipping. Even if the order is already on your ShipBridge grid, the order status will be auto-checked and prevented from shipping.

On most marketplaces, customers can initiate a cancellation request, but cannot cancel an order themselves. How the buyer contacts the seller differs among the channels.

See the table below for the steps to cancel orders based on their origin.

ORIGIN STEPS
Local site (website, phone, or email)
  1. On the Order Detail page, click Action Menu > Set Cancel Order > Go.
  2. Follow the prompts and refund payment, if necessary.
Amazon

Rakuten

Sears

Newegg

These orders can only be canceled before they are marked as Ship Confirmed. If the order is already Ship Confirmed on Amazon, Rakuten, Sears, or Newegg, you must issue a refund.

  1. On the Order Detail page, click Action Menu > Cancel Order > Go.
  2. Confirm the cancellation and notify Amazon, Rakuten, Sears, or Newegg. This requires a cancellation reason.
  • Buyer cancellations – Amazon buyers can initiate a cancellation request; they cannot cancel an order themselves. Their cancellation request is viewable on Seller Central. You will have 2 days to respond. After 2 days, the buyer may contact Amazon directly for a resolution. As noted above, the order should be canceled in Sellercloud.
    • For Seller Fulfilled Prime orders, the buyer contacts Amazon directly for all customer service issues.
eBay
  1. On the Order Detail page, click Action Menu > Set Cancel Order > Go.
  2. Select a cancellation reason and click Continue. eBay will refund the customer and all transactions fees.
Overstock Canceling an Overstock order incurs Overstock penalties. However, Overstock may ask you to cancel the order without having it marked as short-shipped (their lingo for “not shipping”).
If a customer wants to cancel part of an order, click Edit Order and revise the quantity.
If the customer wants to cancel one item in a multi-item order, revise the quantity for that item to zero.

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