A seller might refund an order to meet statutory obligations in their jurisdiction, or they may have a contract of sale that provides for returns under a broader range of conditions.
Operators are able to configure per seller the ability to initiate a refund, this can be done in the Operator portal by navigating to Seller > Manage Sellers > Edit Seller and toggling allow sellers to initiate refunds. Note that this setting is set to off by default.
Only items that have been dispatched can be refunded or returned. However, the ability to do this is set by the marketplace operator. This topic presumes the seller can refund items.
If the item has not been dispatched, cancel the order for the line item instead.
Which seller portal am I using?
Two versions of the seller portal exist, differing in appearance and menu structure. The icon in the top right-hand corner of your seller portal will tell you which instructions you need:
| Legacy seller portal |
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| Seller portal 2.0 |
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Seller portal 2.0
This procedure is for seller portal 2.0.
- Go to Orders > All orders.
- Find the order with the line item that you want to return. Only orders with the status of Sent can be returned.
- Select the action menu (three dots) and then select Initiate Refund. The Refund Order window opens.
- Click the checkbox to select the line items you want to refund.
- Select a reason for the refund and enter notes for the operator so they can understand what happened.
- You can upload files (PNG, JPEG or PDF) if required. For example, you may have images of the item that show it was damaged in transit.
- Select Save and Exit. This generates a refund request.
Legacy seller portal
For the legacy seller portal, see How to enable and use the returns module.
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