The Returns module allows customers, sellers, and operators to manage cancellations and refund requests directly within Marketplacer. It supports both pre-dispatch (before shipping) and post-dispatch (after shipping) returns.
Set up returns for your marketplace
From the left side nav of the Operator portal admin, go to CONFIGURATION > Refund Reasons.
You can define the reasons for a refund, grouped into three categories on the Refund Reasons list page:
| Refund Type | Description | Example Reasons |
| Pre-Dispatch Refund Reasons | Used before an order has been shipped. These are typically selected by sellers or operators when an order cannot be fulfilled. | Out of stock, Cancelled before fulfil, Cancelled by customer, Damaged |
| Post-Dispatch Refund Reasons | Used after an order has been shipped. These can be selected by customers, sellers, or operators depending on the return scenario. | Change of mind, Incorrect item, Delivered damaged, Faulty item, Delivery never arrived |
| Deny Refund Reasons | Used when rejecting a refund request. | Does not meet return policy |
Note: Each category is optional and customizable. To add or remove a reason, use the + or trash icon beside the field, then click Submit to save changes.
Enable seller order cancellations
Operators can enable sellers to cancel orders before dispatch by updating their account settings. To do this:
- From the left navigation, go to Sellers > Manage Sellers.
- Locate the seller you want to edit and click the Edit icon next to their name.
- Scroll down to Account features or Press Ctrl + F (Windows) / Command + F (Mac) and search for “Allow order cancellations?” to locate the setting quickly.
-
Select the Allow order cancellations? checkbox. By selecting this, the seller will be able to cancel orders (before dispatch). This will send refund requests to the operator.
Note: This will not affect the seller’s access to processing customer returns. - Click Update Account to save changes.
Seller-initiated return
Sellers can cancel an order before dispatch, typically due to stock depletion. For detailed instructions, refer to these articles:
Operator-initiated return
Operators can manage or start refund requests from two tabs under Orders menu in the Operator portal:
- Refund Requests – View all existing refund requests and process returns.
- Start a Refund Request – Manually initiate a new refund for a customer or seller.
The operator follows the same steps used in seller-initiated returns.
Refund and return process overview
Refunds can be initiated by different users depending on the order status:
- Before dispatch – Sellers can cancel orders that haven’t been shipped yet. This creates a refund request for operator review.
-
After dispatch – Customers or operators can initiate a return.
- Customers can submit refund requests through their account’s Purchase history page.
- Operators can initiate refunds manually from the Orders menu in the admin portal.
Note: Refund requests automatically calculate remittance to reclaim.
Understanding Remittance to Reclaim
The Remittance to Reclaim works like accounts payable:
- When an order is created, the remittance is added to accounts payable.
- Once processed, the total payable amount is sent to the retailer via Hyperwallet as a single payment.
- During refund processing, the system deducts the remittance to reclaim the amount from accounts payable. This applies regardless of whether the original remittance has already been paid.
- The refund amount should always match the Remittance to Reclaim value.
Related articles