How To

Jet Cancellations & Refunds Unique Circumstances

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The Order Details page in your ChannelAdvisor account – as well as the fulfillment, shipping, and refund options contained therein – are generally presented in a uniform manner regardless of the source of the order. But not all marketplaces afford ChannelAdvisor the same options when sending refunds from your account to the marketplace. This page details the special circumstances surrounding refund behavior unique to the particular marketplace.

 

Jet buyer returns vs refunds


Jet offers two distinct processes for handling returns and refunds depending on if the buyer is contacting the seller through Jet or returning an item directly to the seller without notifying Jet. The preferred process is that the buyer issues a buyer return request through their Jet portal which is accepted by the seller prior to the return of the item. Alternatively, if an item is shipped back to the seller directly by the buyer without notifying Jet, the seller can issue a seller-initiated refund (this is not Jet’s preferred process).


OPTION

PRE-SHIPMENT IN ChannelAdvisor

POST-SHIPMENT IN ChannelAdvisor

Jet buyer-initiated full or partial quantity line item cancel


Buyer is requesting that part or all of their order be canceled and not shipped. Seller would like to approve the request and cancel the items requested by the buyer.

Supported. Seller would need to use the Cancel button to acknowledge the request.


Note: A "Cancel" must be processed for every line item – and only those line items – in the buyer’s request for Jet to consider the order completed.

Supported. Seller would need to use the Refund button to acknowledge the request.


Note: A "Refund" must be processed for every line item – and only those line items – in the buyer’s request for Jet to consider the order completed.

Seller-initiated full or partial quantity line item cancel

Supported. Seller would need to use the Cancel button to issue the cancellation.

N/A

Seller-initiated full order cancel

Supported. Seller would need to use the Cancel button and select all line items to issue the  cancellation on the full order.

N/A

   

Jet buyer-initiated full or partial quantity line item return (acceptance)


Buyer is requesting that part or all of their order be returned to the seller for a refund. Seller would like to approve the request and provide the refund amount requested by the buyer.

N/A

Supported. Seller would need to use the Refund button to acknowledge the request. The refund should be issued for the full amount requested by the buyer. Details of the buyer’s request are provided in a Message Center alert and the Activity Log section of the order’s Details.
Note: A "Refund" must be processed for every line item - and only those line items - in the buyer’s request for Jet to consider the order completed.

Jet buyer-initiated full or partial quantity line item return (dispute)


Buyer is requesting that part or all of their order be returned to the seller for a refund. Seller would like to dispute the request and provide a different refund amount than requested by the buyer.

N/A

Supported. Seller would need to use the Refund button and issue a refund for a different amount than requested by the buyer.
Note: A "Refund" must be processed for every line item – and only those line items – in the buyer’s request for Jet to consider the order completed.

Jet buyer-initiated full order return

N/A

Not Supported by Jet. All returns are processed at the line item level.

   

Seller-initiated full or partial amount line item refund

N/A

Supported. Seller would need to use the Refund button and specify the line items and dollar amounts to refund. The refund reason code selected in ChannelAdvisor will be sent to Jet for reporting purposes. The refund reason chosen, will also tell Jet if you agree to the return charge or not. See the mappings here

Seller-initiated full order  refund

N/A

Supported.Seller would need to use the  Refund  button and specify all line items and dollar amounts to refund. The refund reason code selected in ChannelAdvisor will be sent to Jet for reporting purposes. The refund reason chosen, will also tell Jet if you agree to the return charge or not. See the mappings here .

 

Jet Agree to Return Charge

When completing a return request, Jet asks the seller to specify if they agree to return charge. ChannelAdvisor uses the refund reason codes to send a TRUE or a FALSE value to accept the charge. TRUE meaning that you agree to the charge. FALSE meaning that you do not agree to the charge. Use the mapping below to help decide what value you want to send to Jet:

ChannelAdvisor Reason Code Jet Agree to Value 
Alternate Item ProvidedTRUE
Buyer CanceledFALSE
Could Not Ship ItemTRUE
Customer ExchangeFALSE
Customer Returned ItemFALSE
General AdjustmentTRUE
Merchandise Not ReceivedTRUE
No Item Inventory AvailableTRUE
Shipping Address UndeliverableFALSE

 To specify the refund reason:

  1. Go to  Sales > Orders/Transactions > Refunds
  2. Select the order(s) you wish to accept/reject a refund for. 
  3. Look for the "Adjust Reason" drop-down, and select the refund reason. 
     

Jet Buyer Returns


Jet’s buyer return flow is unique. A buyer is able to use the Jet portal to request a return of any items they’ve received. When a buyer requests a return through the Jet portal, the return requests will appear at Sales > Orders/Transactions > Refunds – filter for Site Name = Jet to see all Jet-related items:

Details will also appear in the order's details by editing the order from the Sales > Orders/Transactions > Orders page in ChannelAdvisor. The Order History menu > Activity Log section shows the buyer’s return request.

On the Refunds overview page are two system filters that will allow for more visibility into returns:

  • All Pending Returns
  • Returns Needing Attention - This filter will be the most used filter by sellers, as these returns need action from the seller. 

 

Processing Jet returns - Refunds Page - Bulk Process

To process a return after the item has been returned:

  1. Select the orders you want to process from Sales > Orders/Transactions > Refunds
  2. Click the Process Returns button in the header section above the grid.
  3. Once you click this button, you will be sent to the Process Buyer-Initiated Returns page.

  4. From this page, you can approve or reject returns. If "Accept" is chosen, we will send the input information to Jet. If reject is selected, we will send Jet a refund amount of $0 for that order(s), which will create a dispute with Jet. 
  5. You are also able to add an RMA Number if applicable, and edit the refund amount if desired. 
  6. When complete select the Process Returns button on the upper right-hand side.
  7. Now your return will process, and a refund will be submitted if approved.

Processing Jet returns - Order Detail Page

To process a return after the item has been returned from the Order detail page:

  1. Select the order you want to prcess from the Sales >Orders/Transactions > Orders Page.
  2. Click the  Process Buyer-Initiated Returns  button on the top of the page. 
  3. Once you click this button, you will be sent to the  Process Buyer-Initiated Returns  page.

  4. From this page, you can approve or reject returns. If "Accept" is chosen, we will send the input information to Jet. If reject is selected, we will send Jet a refund amount of $0 for that order(s), which will create a dispute with Jet. 
  5. You are also able to add an RMA Number if applicable, and edit the refund amount if desired. 
  6. When complete select the  Process Returns  button on the upper right-hand side.
  7. Now your return will process, and a refund will be submitted if approved.

Visit our new Community site! The SSC is no longer updated. If you have bookmarked this page, click on the banner below – this will lead you to the corresponding page in the Community. Then, you can use the Star to save it there to show in the new ‘My Support Center’, in your Favourite Articles section. Use the search bar to find any other topics you're interested in.

Visit our New Community!



The Order Details page in your ChannelAdvisor account – as well as the fulfillment, shipping, and refund options contained therein – are generally presented in a uniform manner regardless of the source of the order. But not all marketplaces afford ChannelAdvisor the same options when sending refunds from your account to the marketplace. This page details the special circumstances surrounding refund behavior unique to the particular marketplace.

 

Jet buyer returns vs refunds


Jet offers two distinct processes for handling returns and refunds depending on if the buyer is contacting the seller through Jet or returning an item directly to the seller without notifying Jet. The preferred process is that the buyer issues a buyer return request through their Jet portal which is accepted by the seller prior to the return of the item. Alternatively, if an item is shipped back to the seller directly by the buyer without notifying Jet, the seller can issue a seller-initiated refund (this is not Jet’s preferred process).


OPTION

PRE-SHIPMENT IN ChannelAdvisor

POST-SHIPMENT IN ChannelAdvisor

Jet buyer-initiated full or partial quantity line item cancel


Buyer is requesting that part or all of their order be canceled and not shipped. Seller would like to approve the request and cancel the items requested by the buyer.

Supported. Seller would need to use the Cancel button to acknowledge the request.


Note: A "Cancel" must be processed for every line item – and only those line items – in the buyer’s request for Jet to consider the order completed.

Supported. Seller would need to use the Refund button to acknowledge the request.


Note: A "Refund" must be processed for every line item – and only those line items – in the buyer’s request for Jet to consider the order completed.

Seller-initiated full or partial quantity line item cancel

Supported. Seller would need to use the Cancel button to issue the cancellation.

N/A

Seller-initiated full order cancel

Supported. Seller would need to use the Cancel button and select all line items to issue the  cancellation on the full order.

N/A

   

Jet buyer-initiated full or partial quantity line item return (acceptance)


Buyer is requesting that part or all of their order be returned to the seller for a refund. Seller would like to approve the request and provide the refund amount requested by the buyer.

N/A

Supported. Seller would need to use the Refund button to acknowledge the request. The refund should be issued for the full amount requested by the buyer. Details of the buyer’s request are provided in a Message Center alert and the Activity Log section of the order’s Details.
Note: A "Refund" must be processed for every line item - and only those line items - in the buyer’s request for Jet to consider the order completed.

Jet buyer-initiated full or partial quantity line item return (dispute)


Buyer is requesting that part or all of their order be returned to the seller for a refund. Seller would like to dispute the request and provide a different refund amount than requested by the buyer.

N/A

Supported. Seller would need to use the Refund button and issue a refund for a different amount than requested by the buyer.
Note: A "Refund" must be processed for every line item – and only those line items – in the buyer’s request for Jet to consider the order completed.

Jet buyer-initiated full order return

N/A

Not Supported by Jet. All returns are processed at the line item level.

   

Seller-initiated full or partial amount line item refund

N/A

Supported. Seller would need to use the Refund button and specify the line items and dollar amounts to refund. The refund reason code selected in ChannelAdvisor will be sent to Jet for reporting purposes. The refund reason chosen, will also tell Jet if you agree to the return charge or not. See the mappings here

Seller-initiated full order  refund

N/A

Supported.Seller would need to use the  Refund  button and specify all line items and dollar amounts to refund. The refund reason code selected in ChannelAdvisor will be sent to Jet for reporting purposes. The refund reason chosen, will also tell Jet if you agree to the return charge or not. See the mappings here .

 

Jet Agree to Return Charge

When completing a return request, Jet asks the seller to specify if they agree to return charge. ChannelAdvisor uses the refund reason codes to send a TRUE or a FALSE value to accept the charge. TRUE meaning that you agree to the charge. FALSE meaning that you do not agree to the charge. Use the mapping below to help decide what value you want to send to Jet:

ChannelAdvisor Reason Code Jet Agree to Value 
Alternate Item ProvidedTRUE
Buyer CanceledFALSE
Could Not Ship ItemTRUE
Customer ExchangeFALSE
Customer Returned ItemFALSE
General AdjustmentTRUE
Merchandise Not ReceivedTRUE
No Item Inventory AvailableTRUE
Shipping Address UndeliverableFALSE

 To specify the refund reason:

  1. Go to  Sales > Orders/Transactions > Refunds
  2. Select the order(s) you wish to accept/reject a refund for. 
  3. Look for the "Adjust Reason" drop-down, and select the refund reason. 
     

Jet Buyer Returns


Jet’s buyer return flow is unique. A buyer is able to use the Jet portal to request a return of any items they’ve received. When a buyer requests a return through the Jet portal, the return requests will appear at Sales > Orders/Transactions > Refunds – filter for Site Name = Jet to see all Jet-related items:

Details will also appear in the order's details by editing the order from the Sales > Orders/Transactions > Orders page in ChannelAdvisor. The Order History menu > Activity Log section shows the buyer’s return request.

On the Refunds overview page are two system filters that will allow for more visibility into returns:

  • All Pending Returns
  • Returns Needing Attention - This filter will be the most used filter by sellers, as these returns need action from the seller. 

 

Processing Jet returns - Refunds Page - Bulk Process

To process a return after the item has been returned:

  1. Select the orders you want to process from Sales > Orders/Transactions > Refunds
  2. Click the Process Returns button in the header section above the grid.
  3. Once you click this button, you will be sent to the Process Buyer-Initiated Returns page.

  4. From this page, you can approve or reject returns. If "Accept" is chosen, we will send the input information to Jet. If reject is selected, we will send Jet a refund amount of $0 for that order(s), which will create a dispute with Jet. 
  5. You are also able to add an RMA Number if applicable, and edit the refund amount if desired. 
  6. When complete select the Process Returns button on the upper right-hand side.
  7. Now your return will process, and a refund will be submitted if approved.

Processing Jet returns - Order Detail Page

To process a return after the item has been returned from the Order detail page:

  1. Select the order you want to prcess from the Sales >Orders/Transactions > Orders Page.
  2. Click the  Process Buyer-Initiated Returns  button on the top of the page. 
  3. Once you click this button, you will be sent to the  Process Buyer-Initiated Returns  page.

  4. From this page, you can approve or reject returns. If "Accept" is chosen, we will send the input information to Jet. If reject is selected, we will send Jet a refund amount of $0 for that order(s), which will create a dispute with Jet. 
  5. You are also able to add an RMA Number if applicable, and edit the refund amount if desired. 
  6. When complete select the  Process Returns  button on the upper right-hand side.
  7. Now your return will process, and a refund will be submitted if approved.
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