At some point you will need to refund buyers for purchses they have made either because they have changed their minds or because a product is defective. In ChannelAdvisor you can process refunds from the All Sales or Transaction Log view. Here we will provide information for processing refunds via the All Sales view. For details about processing refunds from the Transaction Log see Tranaction Log . When you create the refund you will choose to either re-stock the item being returned or not. In some instances you will also be about to choose specific line items to be refunded. 

Tasks to Complete

How to Process Refunds for Marketplaces

For orders that have not shipped and that you wish to issue a full refund for you can simply cancel the order from the all sales view. For any orders that have shipped and for partial refunds you will need to follow the steps below. 

1. From  Sales > Orders/Transactions > All Sales , select the  View Details  link next to the order ID of the order you're refunding.
2. On the Order Details view, select the  Refunds  tab. 
3. Select the items or items to be refunded from the order and select the corresponding  Refund Item  button or  Full Refund  button for Premium Webstore orders. 
4. Select a refund reason from the dropdown.  Note the following regarding this step:
•  A  refund   on Amazon, Buy and Best Buy will  NOT  restock the quantity on the Marketplace. A  refund , will however, update the quantity in ChannelAdvisor which will in turn update the quantity on the Marketplace. Only an order  cancel  will restock the quantity on the Marketplace directly.
• For other marketplaces, the reason code on the  refund  is used to determine if inventory is restocked. If the reason code "No Inventory" or "Merchandise Not Received" is selected the quantity will not be restocked.  Any other reason code will restock the quantity. 
• For eBay orders, using the Full Refund button will not restock the item .
• If the order has been marked shipped no quantity is restocked regardless of the reason code because it's treated as a refund rather than a cancellation.
5. Choose to prevent site processing. You would want to select this option only if you have already issued the refund directly on the Marketplace. Otherwise you will want to leave this box unchecked.
6. Choose to have the quantity restocked by selecting the Restock the quantity for refunded items box. This option only appies if you have chosen to cancel the order.
   Note: For certain marketplaces this option is not available. In this scenario you must select a specific refund reason to restock quantitiy as outlined in step 4 above. 
7. Edit the quantity or credit amount for a partial refund or leave as is for a full refund. 
8. Select the  Save  button when done.
   
    

How to Process Refunds for Premium Webstore 

Follow the directions above to provide a full refund to a buyer. To create partial or ad-hoc charges, access the webstore admin console, not your ChannelAdvisor account. For details on how to process these types of charges and refunds, please refer to the following page in the webstore manual:  Order Processing within the Webstore Admin Console  

How to Process Refunds for PayPal Oders for eBay

To process a PayPal refund for an eBay order: