If you need to cancel an order or provide a refund to a customer for any reason you can use the Issue Refund feature available depending on your integration type as per below.
Integration type |
Full refund | Partial refund |
MyDeal API, ShopifyApp | via API | via API |
Channel Advisor | via API | via Seller Portal |
Other (e.g. Maropost, Magento) | via Seller Portal | via Seller Portal |
NOTE: In the event of a full or partial refund fail notice via API, please proceed to issue your refund via the MyDeal Seller Portal.
Please note: Refund cannot be undone once submitted
How to issue a refund via the Seller Portal:
- Log in to your MyDeal Seller Portal
- Open the Order Details page, or find the order you would like to refund via the Home tab.
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Click the ‘Issue Refund’ button on the Search Result or on the Order Details page.
- The Issue Refund page will open, displaying the order details. This will include:
- The available amount that can be refunded
- The amount that has already been refunded to date
- In the Refund Amount column input the amount you want to refund back to the customer.
- The Item and Shipping amounts must be entered separately. By default these values will be displayed as the amount that is available to refund.
- If there is no amount available to refund, the field will be disabled and shown in grey with '0.00'
- If you only want to refund the item, ensure to edit any available shipping amount to '0.00' (or vice-versa if you are only refunding shipping).
- The Total Refund Amount is the amount the customer receives
- The MyDeal commission will be reversed in proportion to the refund amount
- Select a refund ‘Reason’ from the dropdown (required).
NOTE: MyDeal will monitor the refund reasons so it is very important that you select the most appropriate refund reason for reporting.
- Enter in a ‘Refund Note’, this is optional and only view-able to you and MyDeal.
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By default 'Send notification to buyer' is ticked which means the customer will receive an email to notify them of the refund. You can also choose to include a note for the buyer to explain why you are refunding. See example HERE.
- Once you are ready to submit the refund click the ‘Refund $’ button. This will show the total amount you are refunding. Once the refund has been submitted, a green notification pop-up will advise ‘Refund successfully submitted'. Refund cannot be undone once submitted.
Notes:
- If an order is fully refunded (including shipping if applicable) prior to dispatch, the order will be automatically put ‘On Hold’ and removed from your pending order list
- Any Addon payment (redelivery, spare parts etc) associated with the order needs to be refunded separately. Please see instructions HERE.
- A refund usually takes 3 to 5 business days to be credited back to your customer via their original payment method.
Reconciliation:
- The refund amount will be deduced from your next payment
- The MyDeal commission will be reversed in proportion to the customer refund amount
- For a refund report, please export the remittance file that includes the refund concerned from the seller portal, or check the monthly accounting report sent to the Accounting Notification contact for your account.