Cancelling and Refunding Orders - SellerCloud - Order Management - 3.5
This video demonstrates how to cancel or refund an order, whether local or channel originated. (text of video below) http://www.sellercloud.com http://wiki.sellercloud.com In this tutorial will look at how to cancel and refund orders. Depending on where the order originated, there are a number of differences in the cancellation and refund process. If the order originated locally, like a phone or email order, simply select "Set Cancel Order" from the action menu and click GO. This will open the "Cancel Orders" page. Click Cancel Order. To issue a refund open the action menu and click Refund Payment. On the Manage Payments page select a refund method, like a check or credit card, then enter a refund amount and click "Submit." An order originating at Amazon.com can only be canceled before it has been marked as Ship Confirmed. Open the Action menu on the Order detail page and select Cancel Order. That will take you to a page where you can confirm the cancellation and notify Amazon. A cancellation reason is required by Amazon. The order will be cancelled and Amazon will refund the customer. If the order has already been Ship Confirmed on Amazon, you will need to issue an Amazon Refund. Select "Issue Refund" on the Action Menu. Amazon does not require you to refund the entire order and you can also do a partial refund for each line item as well. Select the items you wish to refund and enter a refund amount in this box. You can also refund shipping and tax separately. Now select a reason for the refund. Clicking "Continue" will complete the refund process. A Buy.com order works in a similar way to Amazon. If the order was not shipped, you would need to cancel the order. If the order was already ship confirmed, you would issue a refund. Like Amazon, Buy.com allows refunds on specific line items and partial refunding. To cancel or refund a Sears order, open the action menu and select "Issue Refund" on the Action menu. Sears only allows a complete refund on the entire order so the cancel order page will open. Enter a reason for the cancellation and click "Continue." For orders originating at eBay, open the Order Page and select Open/Manage Dispute from the Action Menu. That will take you to a page where you can fill out a form explaining the nature of the cancellation. If the customer has already made a payment, the order will need to be refunded as a separate step. Open the order page and select "Refund Payment" from the action menu. The regular Manage Payments page opens, where you will need to select a refund method. The refund method must match the payment method. Enter a refund amount and click "Submit." When the payment was made through PayPal, a refund will likewise be generated through PayPal. If you are issuing a partial, or even full, refund but still plan to ship the item, you need to check this box here to add the refund as a discount to the order. This is because, for non-wholesale customers, you are unable to ship without full payment being received. A local order, like a phone or email order, is refunded in the same way and with the same conditions as an eBay order. Once the refund has been issued, the refund amount will appear on the order page in the Payment tab and in the payment history. Many times the refund process will begin with the creation of an RMA. Once the RMA has is given a refund resolution, you can click on this link to open the appropriate refund page and issue a refund. Refund reports can be generated by clicking Orders Refund Report on the Orders menu. A specific report can be generated using these search filters, and reports can be exported to an excel file. The Payments and Refunds report under the Reports tab will display all payments and refunds of sales and their totals in any given period.
This video demonstrates how to cancel or refund an order, whether local or channel originated. (text of video below) http://www.sellercloud.com http://wiki.sellercloud.com In this tutorial will look at how to cancel and refund orders. Depending on where the order originated, there are a number of differences in the cancellation and refund process. If the order originated locally, like a phone or email order, simply select "Set Cancel Order" from the action menu and click GO. This will open the "Cancel Orders" page. Click Cancel Order. To issue a refund open the action menu and click Refund Payment. On the Manage Payments page select a refund method, like a check or credit card, then enter a refund amount and click "Submit." An order originating at Amazon.com can only be canceled before it has been marked as Ship Confirmed. Open the Action menu on the Order detail page and select Cancel Order. That will take you to a page where you can confirm the cancellation and notify Amazon. A cancellation reason is required by Amazon. The order will be cancelled and Amazon will refund the customer. If the order has already been Ship Confirmed on Amazon, you will need to issue an Amazon Refund. Select "Issue Refund" on the Action Menu. Amazon does not require you to refund the entire order and you can also do a partial refund for each line item as well. Select the items you wish to refund and enter a refund amount in this box. You can also refund shipping and tax separately. Now select a reason for the refund. Clicking "Continue" will complete the refund process. A Buy.com order works in a similar way to Amazon. If the order was not shipped, you would need to cancel the order. If the order was already ship confirmed, you would issue a refund. Like Amazon, Buy.com allows refunds on specific line items and partial refunding. To cancel or refund a Sears order, open the action menu and select "Issue Refund" on the Action menu. Sears only allows a complete refund on the entire order so the cancel order page will open. Enter a reason for the cancellation and click "Continue." For orders originating at eBay, open the Order Page and select Open/Manage Dispute from the Action Menu. That will take you to a page where you can fill out a form explaining the nature of the cancellation. If the customer has already made a payment, the order will need to be refunded as a separate step. Open the order page and select "Refund Payment" from the action menu. The regular Manage Payments page opens, where you will need to select a refund method. The refund method must match the payment method. Enter a refund amount and click "Submit." When the payment was made through PayPal, a refund will likewise be generated through PayPal. If you are issuing a partial, or even full, refund but still plan to ship the item, you need to check this box here to add the refund as a discount to the order. This is because, for non-wholesale customers, you are unable to ship without full payment being received. A local order, like a phone or email order, is refunded in the same way and with the same conditions as an eBay order. Once the refund has been issued, the refund amount will appear on the order page in the Payment tab and in the payment history. Many times the refund process will begin with the creation of an RMA. Once the RMA has is given a refund resolution, you can click on this link to open the appropriate refund page and issue a refund. Refund reports can be generated by clicking Orders Refund Report on the Orders menu. A specific report can be generated using these search filters, and reports can be exported to an excel file. The Payments and Refunds report under the Reports tab will display all payments and refunds of sales and their totals in any given period.