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.
- 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.
- 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. Refund cannot be undone once submitted.
- Once the refund has been submitted, a green notification pop-up will advise ‘Refund successfully submitted'.
- 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.