How To

Cancellations & Refunds in ChannelAdvisor

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 available options for issuing refunds based by marketplace, as well as special circumstances surrounding refund behavior unique to the particular marketplace.

 

Contents


 

Marketplace Cancellation & Refund Support
 

Marketplace (click for detail) Full Cancel Full Cancel: The order has been completed at the marketplace. The order has not been shipped.Line Item Cancel Line Item Cancel: One product from an order needs to be removed from an order that has not shipped.Partial quantity line item cancel Partial Quantity Line Item Cancel: A customer has ordered multiples of the same SKU and needs to decrease the order. The order has not shipped.Full Order Refund Full Order Refund - The order has shipped and needs to be returned.Line Item Refund Line Item Refund - The order has shipped and a partial return needs to be made.Partial Line Item Refund Partial Quantity Line Item Refund: A customer has ordered multiples of the same SKU and needs to decrease the order. The order has shipped.
AliExpress
Allyouneed.com
Amazon (Cancel / Refund )
Azoya
Bluefly
Blutag
Cdiscount
eBay ( Cancel / Refund ) Use Unpaid Item Process Use Unpaid Item Process (PayPal Only) (PayPal Only) (PayPal Only)
Fruugo
Fullbeauty
GAME
Iguama
Jet
La Redoute
ManoMano
MassGenie
Menlook
Mercado Libre CBT
Newegg
Overstock.com
Pricefalls
Privalia
Rakuten.com Shopping
Rakuten.de
Sears
Shop.com
SKU Cloud
Tanga
Tesco
Tophatter
Trade Me
VoyageOne
Walmart
Wish
XIU

 

Webstores Full Cancel Full Cancel: The order has been completed at the marketplace. The order has not been shipped.Line Item Cancel Line Item Cancel: One product from an order needs to be removed from an order that has not shipped.Partial quantity line item cancel Partial Quantity Line Item Cancel: A customer has ordered multiples of the same SKU and needs to decrease the order. The order has not shipped.Full Order Refund Full Order Refund - The order has shipped and needs to be returned.Line Item Refund Line Item Refund - The order has shipped and a partial return needs to be made.Partial Line Item Refund Partial Quantity Line Item Refund: A customer has ordered multiples of the same SKU and needs to decrease the order. The order has shipped.
BigCommerce
Shopify
Web Shop Manager
Yahoo Store

 

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

 

Specifics for certain marketplaces

Rakuten.de: Partial refunds are not supported for orders with order level discounts / promotions.

Tesco: Tesco limits the number of refunds requests per line item to 1. If a seller wishes to refund a line item, then again on the same line item (i.e. if the buyer purchased 2 originally), the seller should contact TAM to arrange for this additional refund.

 

Definition of Terms

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 supported). Refer to the Order Cancel process here .

Full Cancel: The order has been completed at the marketplace. The order has not been shipped.

Line Item Cancel: One product from an order needs to be removed from an order that has not shipped.

Partial Quantity Line Item Cancel: A customer has ordered multiples of the same SKU and needs to decrease the order. The order has not shipped.

Full Order Refund: The order has been shipped and needs to be returned.

Line Item Refund: The order has been shipped and a partial return needs to be made.

Partial Quantity Line Item Refund: A customer has ordered multiples of the same SKU and needs to decrease the order. The order has been shipped.

 

Frequently-Asked Questions

Q: What is the difference between a cancellation and a refund?

A: In ChannelAdvisor, a cancellation occurs before shipment, while a refund means the item has already been marked as shipped according to the marketplace.

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 available options for issuing refunds based by marketplace, as well as special circumstances surrounding refund behavior unique to the particular marketplace.

 

Contents


 

Marketplace Cancellation & Refund Support
 

Marketplace (click for detail) Full Cancel Full Cancel: The order has been completed at the marketplace. The order has not been shipped.Line Item Cancel Line Item Cancel: One product from an order needs to be removed from an order that has not shipped.Partial quantity line item cancel Partial Quantity Line Item Cancel: A customer has ordered multiples of the same SKU and needs to decrease the order. The order has not shipped.Full Order Refund Full Order Refund - The order has shipped and needs to be returned.Line Item Refund Line Item Refund - The order has shipped and a partial return needs to be made.Partial Line Item Refund Partial Quantity Line Item Refund: A customer has ordered multiples of the same SKU and needs to decrease the order. The order has shipped.
AliExpress
Allyouneed.com
Amazon (Cancel / Refund )
Azoya
Bluefly
Blutag
Cdiscount
eBay ( Cancel / Refund ) Use Unpaid Item Process Use Unpaid Item Process (PayPal Only) (PayPal Only) (PayPal Only)
Fruugo
Fullbeauty
GAME
Iguama
Jet
La Redoute
ManoMano
MassGenie
Menlook
Mercado Libre CBT
Newegg
Overstock.com
Pricefalls
Privalia
Rakuten.com Shopping
Rakuten.de
Sears
Shop.com
SKU Cloud
Tanga
Tesco
Tophatter
Trade Me
VoyageOne
Walmart
Wish
XIU

 

Webstores Full Cancel Full Cancel: The order has been completed at the marketplace. The order has not been shipped.Line Item Cancel Line Item Cancel: One product from an order needs to be removed from an order that has not shipped.Partial quantity line item cancel Partial Quantity Line Item Cancel: A customer has ordered multiples of the same SKU and needs to decrease the order. The order has not shipped.Full Order Refund Full Order Refund - The order has shipped and needs to be returned.Line Item Refund Line Item Refund - The order has shipped and a partial return needs to be made.Partial Line Item Refund Partial Quantity Line Item Refund: A customer has ordered multiples of the same SKU and needs to decrease the order. The order has shipped.
BigCommerce
Shopify
Web Shop Manager
Yahoo Store

 

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

 

Specifics for certain marketplaces

Rakuten.de: Partial refunds are not supported for orders with order level discounts / promotions.

Tesco: Tesco limits the number of refunds requests per line item to 1. If a seller wishes to refund a line item, then again on the same line item (i.e. if the buyer purchased 2 originally), the seller should contact TAM to arrange for this additional refund.

 

Definition of Terms

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 supported). Refer to the Order Cancel process here .

Full Cancel: The order has been completed at the marketplace. The order has not been shipped.

Line Item Cancel: One product from an order needs to be removed from an order that has not shipped.

Partial Quantity Line Item Cancel: A customer has ordered multiples of the same SKU and needs to decrease the order. The order has not shipped.

Full Order Refund: The order has been shipped and needs to be returned.

Line Item Refund: The order has been shipped and a partial return needs to be made.

Partial Quantity Line Item Refund: A customer has ordered multiples of the same SKU and needs to decrease the order. The order has been shipped.

 

Frequently-Asked Questions

Q: What is the difference between a cancellation and a refund?

A: In ChannelAdvisor, a cancellation occurs before shipment, while a refund means the item has already been marked as shipped according to the marketplace.

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