Customer returns that have been accepted by sellers or orders that have been canceled by sellers before sending the stock will have a return status of Returned. This means that there is a final action for operators to approve the return and complete the refund.
Approve returns
- Log in to the operator portal.
- From the left side nav, go to Orders > Refund Requests.
- Select Returned in the Refund Request Status dropdown.
- Click Search to filter for returned line items.
- Click Process return under the Actions column in the same line item.
- In the process refund page, you will see the following options:
- Add line item: To add a specific amount to the invoice amendment, enter the desired amount as a new line item. For instance, if the operator wants to refund the shipping fee, they can achieve this by adding a positive amount (for example, $10) to the Amount per item field.
- Refund commission to seller: In cases like a seller canceling an order, the operator may choose not to charge a commission fee. This option automatically includes the total commission for the entire invoice. The operator can adjust the amount at their discretion if needed.
- Refund merchant fee: Like commission refunds, operators can refund the merchant fee to sellers, charged by the payment gateway for the shopper’s transaction. The fee for the entire invoice is auto-populated, and the operator can adjust the amount as needed.
- Click Mark as refunded.
The customer and seller will then receive an email confirmation to inform them that the return has been approved and will be processed shortly.
Note: This process only marks the items as returned in the Marketplacer platform but does not transfer the funds back into the customer's account. You will still need to manage the refund in your payment gateway (eg. Braintree or Adyen).
Remittance calculation
Marketplacer automatically calculates the remittance amount to reclaim. Each option includes a checkbox labeled Only adjust remittance. When enabled, any entered amount is automatically adjusted from the remittance to reclaim field visible at the bottom of the refund processing window.
Think of remittance as accounts payable, when the order is created, we add the remittance to accounts payable. After the remittance is released and we do the processing run, we give the retailer the amount in accounts payable (in one transaction if you’re using Hyperwallet).
When you do the refund request processing, you reduce accounts payable by the remittance to reclaim the amount. This means it doesn't matter whether this order's remittance has been paid or not because the actual end payment isn't tied to a specific order.
Note: It is possible to use negative “-” amounts in all the refund options. This is useful if the operator wishes to only issue a partial refund for instance.
For example, if an item purchased for $19.99 requires a refund, but the seller or operator did not agree to a full refund, a new line item could be added with a negative amount (eg. -$4.99). The total refund to the customer would then be reduced to $15.
It is also required to upload either an image of the item or the original receipt for record-keeping purposes.
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