Occasionally, a return may not align with the return policy, requiring denial. Marketplace operators can deny a refund when an item has the return status of 'Awaiting', which occurs when a customer initially initiates a return.
- In admin, go to Orders > Refund Requests.
- Find the item by searching for the 'awaiting' return status.
- Click Process return under the Actions column in the same line item.
- Add an adjustment note and select Deny refund.
This will keep the sale as a record on the Marketplacer system.
From there, the Marketplace operator will need to get in touch with the customer directly to inform them that the return cannot be processed.
Note:
- Once a return has been processed, we do not add the inventory back for that advert.
- To decline the return of orders without the 'awaiting' status (such as 'returned' or 'processing'), please use API calls. Learn more here.
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