A seller might refund an order to meet statutory obligations in their jurisdiction, or they may have a contract of sale that provides for refunds under a broader range of conditions.
A refund can be:
- Denied
- Accepted
- No need to return the item.
- Return of the item is required. A shipping label is created for this option.
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.
To deny a refund request:
- Go to Orders > All refund requests.
- Find the refund you want to action.
- A refund can be for one or more line items.
- An invoice can have multiple refunds.
- You can select Show Filters and then filter the list if required.
- Select Action Refund. The Action refund window opens.
- Click the checkboxes to select the line items you want to deny.
- Select a reason for denying the refund and enter notes for the operator so they can understand what happened.
- You can upload files (PNG, JPEG or PDF) if required.
- Select Deny refund. A pop up will indicate that the refund has been denied.
To accept a refund request without item return:
- Go to Orders > All refund requests.
- Find the refund you want to action.
- A refund can be for one or more line items.
- An invoice can have multiple refunds.
- You can select Show Filters and then filter the list if required.
- Select Action Refund. The Action refund window opens.
- Click the checkboxes to select the line items you want to accept.
- Select Accept refund.
- Select Do not return.
- Add a note to indicate that the shopper is not required to return the item and the return is approved.
- You can upload files (PNG, JPEG or PDF) if required.
- Select Approve refund.
- A pop up will indicate that the refund has been accepted.
To accept a refund request with item return:
- Go to Orders > All refund requests.
- Find the refund you want to action.
- A refund can be for one or more line items.
- An invoice can have multiple refunds.
- You can select Show Filters and then filter the list if required.
- Select Action Refund. The Action refund window opens.
- Click the checkboxes to select the line items you want to accept.
- Select Accept refund.
- Select Return. You are prompted to add shipment details so that the shopper can return the item.
- Use your standard process to set up a shipment.
- Select the Postage carrier.
- Add the Postage tracking number.
- Add the drop off URL (if any).
- Add any notes. This might be a note to the shopper about the return being approved subject to the item being returned.
- You can upload files (PNG, JPEG or PDF) if required.
- Select Approve return.
- A pop up will indicate that the refund has been accepted.
Legacy seller portal
For the legacy seller portal, see How to enable and use the returns module.
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