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Getting Started

  • Getting Started Create a new Container store
  • Getting Started eShop
  • Getting Started Marketplace
  • Getting Started Multi Store Ecommerce
  • Getting Started With Accessibility
  • Getting Started With Website Performance
  • Getting Started With Google Analytics
  • Getting Started With Microsoft Clarity

Admin Pages

  • Create a New Supplier Store
  • Setup the Template/Default stores
  • Log in to a Supplier store
Dashboard
  • Dashboard
Catalog and Order Management
    Catalog
    • Product Dimensions
    • Sync Ecommerce
    • Find Products to Sell
    • Inventory
    • Prices
    • Manage Products
      • Products
      • Create Product
      • Edit Product
      • Edit Product Variations
    Orders
    • Quote Request
    • Chat
    • Return and Refunds
    • Click & Collect Orders
    • Manage Orders
About Me
  • General Information
  • Pickup Locations
  • Payment Information
Marketplace
  • Login Access Codes
  • Manage Standard Entities
  • Marketplace Category Mapping
  • Rebuild Marketplace
  • Category Profit Margin
  • Manage Supplier
  • Approve Supplier Data
  • Auction
Appendix
    Documentation Slides
    • About Me
    • Add Items – Suppliers
    • Create a Merchant Store
    • Customers
    • Manage Orders – Supplier
    • Prices – React Admin

System Admin Pages

  • Avetti Commerce Features
  • Ship Station Integration
B2C -Overview
    Templates
    • Catalog Personalization
    • Reset CDTO Cache
    • Template Skins
    People
    • Allowances
    • Customer Activity
    • Customer Properties
    • Customers
    • Member Types
    Marketing
    • A/B Split Tests
    • Add-ons
    • Basket Additions
    • Bundles
    • Coupons
    • Customer Discounts
    • Customer Segments
    • Customer Segment Prices
    • Customer Segment Ads
    • Gift Cards
    • Gift Certificates
    • Promotions
    • Sales Area Geolocation
    • Upsell/Cross-sell
    • Viral Promotions
    Settings
    • Basket Preferences
    • Image Scaling
    • Item Properties
    • Languages
    • Tax Rates
    • Order Preferences
    • Page Parameters
    • Payment Gateways
    • Retail Location
    • Search Dictionary
    • Shipping Countries
    • Shipping Packages
    • Shipping Rates
    • Sitemaps
    • Store Currencies
    • Shipping Exceptions
    • Store Preferences
    • Store Properties
    Audit Logs
    • Audit Log Views
    Catalog
    • Categories
    • Downloadable Items
    • Inventory
    • Item Reviews
    • Item Size/Weight
    • How to attach products to a category in the MCW
    • Manage Facets
    • Manage FAQs
    • Manage Galleries/PDFs
    • Manage Products
    • Multilingual Content
    • Prices
    • Validate Catalog Data
    • View Store
    • Variations
    Advanced
    • CDTO Editor
    • Change Password
    • Password Security Rules
    • Reports Configuration
    • Shopper Pwd Security
    • Site Admin Preferences
    • Solr Categories
    • Solr Items
    Media
    • Manage Media
    Orders
    • Abandon Cart
    • Customer Messages
    • Email State
    • Manage Orders
    • Manage Refunds
    • Reports
B2B - Overview
    Marketplace
      Advanced
      • Solr Items
      • Solr Categories
      • Site Admin Preferences
      • Shopper Pwd Security
      • Reports Configuration
      • Password Security Rules
      • Change Password
      • CDTO Editor
      Catalog
      • Item Status Settings
      • Item Options
      • Prices
      • Manage Facets
      • Item Size/Weight
      • Item Reviews
      • Inventory
      • Categories
      Marketing
      • Viral Promotions
      • Upsell/Cross-sell
      • Shipping Exceptions
      • Sales Area Geolocation
      • Marketing Segments
      • Gift Certificates
      • Gift Cards
      • Customer Segments
      • Customer Segment Prices
      • Customer Segment Ads
      • Customer Retargeting
      • Customer Discounts
      • Coupons
      • Bundles
      Market Place
      • Notifications
      • Master Catalog Products
      • Marketplace Suppliers
      • Marketplace Payments
      • Marketplace Categories
      • Category Profit Margin
      • Approve Products
      Media
      • Manage Media
      Order
      • Manage Refunds
      • Manage Orders
      People
      • Customers
      • Customer Properties
      Settings
      • Basket Preferences
      • Image Scaling
      • Item Properties
      • Order Preferences
      • Payment Gateways
      • Retail Location
      • Tax Rates
      • Store Preferences
      • Store Currencies
      • Shipping Countries
      Templates
      • Manage Templates
      • Reset CDTO Cache
      • Catalog Personalization
    Suppliers
      Catalog
      • Item Properties
      • Inventory
      • Manage Products
      Market Place
      • Approve Products
      • Marketplace Payments
      • Notifications
      Media
      • Manage Media
      Order
      • Customer Messages
      • Reports
      • Manage Refunds
      • Manage Orders
    MCW
      Advanced
      • Change Password
      Market Place
      • Notifications
      • Marketplace Suppliers
      • Approve Products
      Media
      • Manage Media
      Order
      • Customer Messages
      Settings
      • Store Preferences
      • Store Currencies
      • Shipping Countries
      • Item Properties
      Catalog
      • Categories
      • Inventory
      • Item Options
      • Item Reviews
      • Item Size/Weight
      • Item Status Settings
      • Prices
B2B2C - Overview
  • B2B Integration
Import and Export Files
  • Export Orders
  • Import Price and Inventory
  • Importing/Exporting Shipping Rates Spreadsheet
  • Import/Exporting SpreadSheets
  • eShop Features
Appendix
    Documentation Slides
      Others
      • Creating a Supplier Store
      • Rebuild solr
      • Publish
      People
      • Customer Data Management
      • Customers
      • Customer Properties
      Settings
      • Basket Preferences
      • Item Properties
      • MULTI-VALUED PROPERTIES
      • Retail Location
      • Shipping Countries
      • Sitemaps
      • Store Currency
      • STORE PREFERENCES
      • Store Properties
      • Tax Rates
      Advanced
      • Site Admin Preferences
      Reports
      • Business Reports
      Catalog
      • Advanced edit
      • Categories
      • Categories Spreadsheet
      • FREQUENTLY BOUGHT ITEMS
      • Import from XLS
      • Import-Export Advanced Spreadsheet
      • Inventory
      • Item Reviews
      • Manage Facets Manager
      • Simple Add
      • Prices
      • Validate Catalog Data
      • Variations
      Marketing
      • Bundles
      • Basket Additions
      • Coupons
      • Customer Discounts
      • Customer Segments
      • Gift Cards
      • Gift Certificate
      • Promotions
      • Upsell-Cross sell
      Marketplace
      • Approve Products
      Templates
      • Reset CTDO Cache
      Orders
      • Customer Messages
      • Export Orders
      • Email Settings
      • Manage Orders
      • SMS Settings
    Documentation Videos
    • Payment Gateway
    • Retail Location
    • Validate Catalog Data
    • Site Admin Preferences
    • SMS Settings
    • Advanced Edit
    • Variations
    • Manage Orders
    • Categories
    • Basket Preferences
    • Customers
    • Upsell Cross Sell
    • Allowances
    • Customer Discounts
    • Order Preferences
    • Publish
    • Rebuild Solr
    • Email Setting
    • Store Preferences
    • Item Reviews
    • Tax Rates
    • Customer Segments
    • Store Currency
    • Product Data Spreadsheet
    • Export Orders
    • Sitemaps
    • Prices
    • Coupons
    • Bundles
    • Frequently Bought Items
    • Customer Properties
    • Store Properties
    • Multi Valued Properties
    • Gift Cards
    • Promotions
    • Manage Media
    • Gift Certificates
    • Manage Facets
    • Simple Add
    • Import and Export Using Spreadsheet
    • Customer Messages
    • Creating a Supplier Store
    • Approve Products
    • Import XLS
    • Business Reports
    • Item Properties

WordPress

  • Getting Started
  • Document Checklist
  • How to create pages in Wordpress?
  • How to create New Menus?
  • How to edit the Home Page?
  • How to change Favicon and Site Title?
  • How to edit Header and Footer?
  • How to change Header and Footer?
  • How to edit Shipping Policy, Refund Policy and Privacy Policy pages?
  • How to add Google Analytics and Microsoft Clarity
  • Using Existing WP vs Using Fresh WP
  • How to change Logo URL
  • How to create Blog Posts?
  • Blog Look And Layout
  • Netlify Redirects
  • Caching Issues
  • Plugins
Plugins
  • Fluent Forms
  • Perfmatters
  • Blocksy
  • Change SEO Title and Meta Descriptions with Yoast SEO
  • Staging and Backup with WPVivid
  • Stackable
  • Custom Javascript and CSS plugin
Common Issues
  • Does Not Use Passive Listeners
  • Enable Text Compression
  • Preload Largest Content Paint Image
  • Home
  • Docs
  • System Admin Pages
  • B2B - Overview
  • Suppliers
  • Order
  • Manage Refunds

Manage Refunds

Table of Contents
  • Overview
  • Objectives
  • Manage Refunds and Replacements
    • Order Cancellation
      • Approving/Rejecting Cancellation Request
      • Changing Status of the Order

Overview #

This manual describes about the ‘Returns & Refunds’, ‘Returns & Replacement’ process and order cancellation process.

Customers can request for Refund/Replacement of a line item or a complete order in view orders section of their account page within 30 days from the date/time of delivery.

Once the customer requests for Refund/Replacement, The Seller, Admin and Customer will get email notification stating the refund/return request has been generated for the order

The Merchant has three business days to approve/reject the customer’s request.

Objectives #

By the end of this guide, you will be able to:

  • Manage Returns and Refund
  • Manage Returns and Replacement
  • View orders
  • Cancel orders

Manage Refunds and Replacements #

  1. Click Orders.
  2. Click Manage Returns and Refunds. Here, the merchant can find the entire details of ‘Return & Replacement Requests’ and ‘Return & Refund Requests’ and ‘Cancelled’ requests from the customers. Each section is further divided into pending, rejected and approved where the merchant can find the pending, rejected and the approved requests. For a Merchant, all the requests from the Customers are queued in the pending section.
  3. Click ✔️ to Approve or ❌ to Reject the request.

Note

  • When the request is rejected, it moves to the reject section. The customer will be notified with reasons for rejection. Customer can directly inquire with seller or with customer service to know more on this.
  • When the refund is approved by the Marketplace admin, then the refund from ‘Authorized’ section is moved to ‘Refunded’ section for the Merchant. 
  • Once the refund is approved, the status changes to ‘Refund Approved’ for the customer against the item.
  • Marketplace admin gets five to seven business days to settle any refund from the date merchant approved the request for refund.
  • The Marketplace processes the request after approval from Merchant. After the Marketplace admin approves the refund request, the refund is processed. The status in the Customer’s Page changes to Refunded.
  • If there is a dispute between Merchant and Buyer, then the Marketplace will get involved to clear and will have the authority to override the Merchants decision to Approve or Reject the Refund.

Order Cancellation #

Customers can cancel order by using

Option 1 – ‘Cancel Item’ button

Option 2 – ‘Contact Merchant’ button.

They can cancel an order only within 30 minutes of placing the order using the ‘Cancel Item’ button. Post that, the button doesn’t appear for the customers and they would have to use ‘Contact merchant’ button. They can request the merchant to cancel the order providing a valid reason in the message text box. These messages will reflect under ‘Customer Messages’ tab in the Merchant store dashboard. Refer Customer Messages Document for more information.

Approving/Rejecting Cancellation Request #

Once the Customer cancels the order, Merchant will have the authority to approve or reject the request from his store.

To check the cancellation requests, The Merchant store admin has to log in to his account and follow these steps.

  1. Click Orders.
  2. Click Manage Returns and Refunds.
  3. Click ‘Cancelled’ button.
  4. Open ‘Pending’ tab. 
  5. Click ✔️ to approve or ❌ to reject the buyer’s request. Once the cancellation request is approved or rejected by the Merchant, the Marketplace admin has to initiate the refund process from his dashboard.

Changing Status of the Order #

Note

  • If a buyer wants to cancel the order after 30 minutes of placing the order, the buyer has to click on ‘Contact Merchant’ button.
  • Changing the Status of the Order will be applicable only if this option is selected by the customer.
  • The Merchant admin has to initiate the process of order cancellation if he accepts the buyers request for order cancellation by changing the status of the order to cancelled.
  1. Click Orders.
  2. Click Manage Orders.
  3. Click Edit link corresponding to the order.
  4. Change the Order status to ‘Cancelled’.
  5. Click Update and Ok to save the changes. Once the order is cancelled, the total amount of the item will be refunded to the customer.
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Updated on January 23, 2023
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Table of Contents
  • Overview
  • Objectives
  • Manage Refunds and Replacements
    • Order Cancellation
      • Approving/Rejecting Cancellation Request
      • Changing Status of the Order

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