How To

Fulfilling and Cancelling Marketplace Orders

Sales are handled through the integrated shopping cart of each Marketplace. Order information details are then imported to ChannelAdvisor in the All Sales view where you can then manage your fulfillment process, update shipping and tracking information and process any refunds or cancellations.

 

Prerequisites


 

Video


 

Tasks to Complete


  1. Import Orders
  2. Update Shipping and Tracking
  3. Cancelling Orders

Importing Orders

From your All Sales view you can easily manage the fulfillment process for all orders imported from the marketplace. Whether you use ChannelAdvisor or a third party fulfillment system to manage your orders, ChannelAdvisor offers the tools to optimize your fulfillment strategy.

  1. After a purchase has been completed, the ChannelAdvisor Complete software will automatically import all the relevant order details needed for fulfillment. See the Processing and Communication Frequency page for details on how long after a purchase orders are imported .
     
  2. Once imported, your orders will appear in the Sales > Orders/Transactions > Orders view alongside all of your other orders.

Please refer to the Sales and Fulfillment section for additional information. 

Please Note: Never download orders directly in your Marketplace Seller Account. This will prevent these orders from being imported into ChannelAdvisor and can lead to various discrepancies between your ChannelAdvisor and marketplace accounts.

Third Party Managed Orders

If you have “No” selected on your Order Fulfillment settings, indicating that you fulfill your orders outside of ChannelAdvisor, these orders will import as “Third Party Managed” and any updates made to that order on shipping or refunds/cancellations will not be communicated with Amazon.

Update Shipping and Tracking

After fulfillment is complete, your next step is to update the ChannelAdvisor Complete software with shipping and tracking information. This step is highly important since you will not be paid for your sales until this information is received.by the Marketplace. Once your tracking numbers are provided and your order status is updated to shipped ChannelAdvisor will send this information to the Marketplace. There are three primary methods to complete this process. 

Refer to the Updating Shipping and Tracking Information page for further details.

Cancelling/Refunding Orders

  • For Unshipped items/orders the UI will show and create a cancellation

  • For Shipped items/orders the UI will show and create a refund

Note: For eBay orders that have been unshipped but have already paid, you will have the option to cancel or refund. Cancelling will automatically file a dispute on eBay and leave the order open in ChannelAdvisor until the dispute closes.

To cancel an order:

  1. Go to Sales > Orders/Transactions > Orders.
  2. Select the Order and click Cancel Sale.
  3. Choose a Cancellation Reason.
  4. Save and Close.

A refund is only necessary if you have already marked the order as shipped. If you have not marked the order as shipped, canceling an order within our system will cancel the order on the Marketplace. If the buyer contacts you after their purchase looking for a refund, you may process their request by going to the Sales > Orders/Transactions > Orders view.

Please Note:

  • An order cancellation on Amazon and Rakuten will restock the quantity on the Marketplace directly.
  • Quantity will be restocked in ChannelAdvisor only if the option labeled "Restock quantity within ChannelAdvisor" is selected.

To refund an order:

Amazon Marketplace Considerations for Cancellations

Buyers only have 30 minutes to cancel their own orders, but you can cancel orders up until the minute you ship them.

When a buyer asks you to cancel an order, if you have not yet shipped and confirmed the shipment, you can cancel the order. When you cancel an order, Amazon automatically updates the order status in the buyer's Amazon.com account and sends an e-mail notification to the buyer.

However, if you have shipped the order, you can let the buyer know that the order is already on its way, and ask the buyer to return it to you for a refund. When you receive the return, you would then issue a refund if you had confirmed the shipment, or simply cancel the order if you had not yet confirmed the shipment. The buyer is not charged for an order until you confirm shipment.

Jet Marketplace Considerations

If you are selling on Jet please view the Jet Cancellations & Refunds Unique Circumstances page to get further details on what types of cancellations and refunds are supported and what you need to do in ChannelAdvisor.

eBay Marketplace Considerations

If you are selling on eBay please view the Fulfilling eBay Orders page to get further eBay specific details on importing orders, cancelling and refunding orders, updating shipping and tracking, and creating disputes. The eBay Cancellations & Refunds Unique Circumstances page has additional information on the different levels of cancellations and refunds.

Sales are handled through the integrated shopping cart of each Marketplace. Order information details are then imported to ChannelAdvisor in the All Sales view where you can then manage your fulfillment process, update shipping and tracking information and process any refunds or cancellations.

 

Prerequisites


 

Video


 

Tasks to Complete


  1. Import Orders
  2. Update Shipping and Tracking
  3. Cancelling Orders

Importing Orders

From your All Sales view you can easily manage the fulfillment process for all orders imported from the marketplace. Whether you use ChannelAdvisor or a third party fulfillment system to manage your orders, ChannelAdvisor offers the tools to optimize your fulfillment strategy.

  1. After a purchase has been completed, the ChannelAdvisor Complete software will automatically import all the relevant order details needed for fulfillment. See the Processing and Communication Frequency page for details on how long after a purchase orders are imported .
     
  2. Once imported, your orders will appear in the Sales > Orders/Transactions > Orders view alongside all of your other orders.

Please refer to the Sales and Fulfillment section for additional information. 

Please Note: Never download orders directly in your Marketplace Seller Account. This will prevent these orders from being imported into ChannelAdvisor and can lead to various discrepancies between your ChannelAdvisor and marketplace accounts.

Third Party Managed Orders

If you have “No” selected on your Order Fulfillment settings, indicating that you fulfill your orders outside of ChannelAdvisor, these orders will import as “Third Party Managed” and any updates made to that order on shipping or refunds/cancellations will not be communicated with Amazon.

Update Shipping and Tracking

After fulfillment is complete, your next step is to update the ChannelAdvisor Complete software with shipping and tracking information. This step is highly important since you will not be paid for your sales until this information is received.by the Marketplace. Once your tracking numbers are provided and your order status is updated to shipped ChannelAdvisor will send this information to the Marketplace. There are three primary methods to complete this process. 

Refer to the Updating Shipping and Tracking Information page for further details.

Cancelling/Refunding Orders

  • For Unshipped items/orders the UI will show and create a cancellation

  • For Shipped items/orders the UI will show and create a refund

Note: For eBay orders that have been unshipped but have already paid, you will have the option to cancel or refund. Cancelling will automatically file a dispute on eBay and leave the order open in ChannelAdvisor until the dispute closes.

To cancel an order:

  1. Go to Sales > Orders/Transactions > Orders.
  2. Select the Order and click Cancel Sale.
  3. Choose a Cancellation Reason.
  4. Save and Close.

A refund is only necessary if you have already marked the order as shipped. If you have not marked the order as shipped, canceling an order within our system will cancel the order on the Marketplace. If the buyer contacts you after their purchase looking for a refund, you may process their request by going to the Sales > Orders/Transactions > Orders view.

Please Note:

  • An order cancellation on Amazon and Rakuten will restock the quantity on the Marketplace directly.
  • Quantity will be restocked in ChannelAdvisor only if the option labeled "Restock quantity within ChannelAdvisor" is selected.

To refund an order:

Amazon Marketplace Considerations for Cancellations

Buyers only have 30 minutes to cancel their own orders, but you can cancel orders up until the minute you ship them.

When a buyer asks you to cancel an order, if you have not yet shipped and confirmed the shipment, you can cancel the order. When you cancel an order, Amazon automatically updates the order status in the buyer's Amazon.com account and sends an e-mail notification to the buyer.

However, if you have shipped the order, you can let the buyer know that the order is already on its way, and ask the buyer to return it to you for a refund. When you receive the return, you would then issue a refund if you had confirmed the shipment, or simply cancel the order if you had not yet confirmed the shipment. The buyer is not charged for an order until you confirm shipment.

Jet Marketplace Considerations

If you are selling on Jet please view the Jet Cancellations & Refunds Unique Circumstances page to get further details on what types of cancellations and refunds are supported and what you need to do in ChannelAdvisor.

eBay Marketplace Considerations

If you are selling on eBay please view the Fulfilling eBay Orders page to get further eBay specific details on importing orders, cancelling and refunding orders, updating shipping and tracking, and creating disputes. The eBay Cancellations & Refunds Unique Circumstances page has additional information on the different levels of cancellations and refunds.

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