If you cannot find answer then contact us.
Mark an order returned or refund
A return or a refund starts the same way.
What’s the difference between a return and a refund?
A return is processed when you have received the product back and are returning it to your inventory. Once the item is marked returned, the customer will receive their money back for the item. A refund is processed when you have not received the product back but you need to provide the customer part or all of their money back.
Please follow the steps for an order in the Seller Portal:
1. Login to the Seller Portal and navigate to the ‘Orders’ tab (you can use the filter to choose either Active Orders or Older Orders depending on how old the order is).
2. In the search field, enter the PO number and click Go.
3. Once the order appears on-screen, click on the order number to enter the order details.
4. Once a seller is in the order, click on the Expand link on the ADJUSTMENTS (RETURNS & REFUNDS) section.
At this point, the steps will be described based on what actions you are taking. To know about partial refund process please select the topic in table of content on the right side of this article.
Marking an item returned
1. After Selecting check-box for the line item(s) that should be returned, sellers will see the item title and all applicable sale and refund information.
Refund details will show the following Information
a. Order Amount: This is the total dollar value for that Line when it was ordered.
b. Comm Paid: This is the amount of commission deducted from the item when it originally shipped.
c. Prior Refund: If any part of the line was previously refunded this will display that dollar value.
d. Max Refund Amount: This will reflect the Order Amount minus the Prior Refund.
e. Amount to Refund: The dollar or percent to be refund should be input here.
f. Comm Refund: Will reflect the amount of commissions that will be refunded for the order.
2. Select the reason for the return from the Reason drop-down list.
3. Select the quantity that is being returned from the Quantity Returned drop-down. If there was previously quantity returned or cancelled for a line that will be reflected in the available quantity.
*For example, if a 5 of an item was ordered on line 1, but 2 were previously returned, the Quantity Returned drop-down will only have 1, 2, or 3 available as options.
4. If an item has an approved restocking fee, sellers enter the amount to refund for the line item in the Amount to Refund Section.
In the box sellers can enter any dollar value from .01 up to the Max Refund Amount.
5. Sellers have the option to enter a message to the customer or an internal note to themselves.
Note for customer facing comments
Customer no longer get to see comments while seller can use message to self for their internal reference about the refund for that particular order.
6. Once all information is entered for any lines that should be returned for any amount sellers should click ‘Submit Adjustment/Refund’ to complete the return.
After a return has been done with a partial refund, no additional refunds may be given from the Seller Portal. If a full refund needs to be issued, please contact us.
Processing a partial refund
The partial refund process has all the steps as shown above in the returns process which are as under. Step 3 differs in returns and refund.
- After Selecting check-box for the line item(s) that should be returned, sellers will see the item title and all applicable sale and refund information.
- Select the reason for the return from the Reason drop-down list.
- Do not select the quantity to be returned and leave it blank as shown in the below image.
4. If an item has an approved restocking fee, sellers enter the amount to refund for the line item in the Amount to Refund Section.
5. Sellers have the option to enter a message to the customer or an internal note to themselves.
6. Once all information is entered for any lines that should be returned for any amount sellers should click ‘Submit Adjustment/Refund’ to complete the return.
Shipping Adjustments
Prior to selecting a specific line item you will only have the option of refunding the shipping cost for the entire order. You will be shown the Max shipping that can be refunded and any amount of shipping that was previously refunded.
Reviewing past returns or refunds on the order page
After an refund is processed for an order sellers can view any adjustment details for that specific order by selecting View Details within that order.
Report showing all returns or refunds
To see ALL adjustments for any orders, within a selected timeframe, sellers can select Full Details (a.) or go to Seller Tools > Reports > ‘Cancellation and Returns (fulfilled by seller only) Report’ (b.). All od the return/refund details will be under the second tab labeled ‘Returns and Refunds'(c.).
