Creating Return and Refund Requests for Orders

SHOPLINE supports returning a fulfilled product and refunding a paid product. For example, the customer can request to return the unsatisfying product. Currently, SHOPLINE only supports merchants to initiate refund and return requests from the admin panel, and does not support customers to initiate return or refund requests.

For a paid order, you may need to refund the customer the paid amount of the returned product after its return.

Creating a Return

When there is at least one fulfilled product that hasn’t been returned by the customer in an order, you can initiate the return procedure in the order details page. The return operation should be done cautiously as it can’t be canceled once initiated. In addition, a fulfilled product that has been refunded can no longer be returned.

1. From your SHOPLINE admin panel, go to Orders.
2. Click on the order that you want to initiate a return for.
3. In the order details page, click the Return button button in the upper right.
   
4. In the Return details page, you can specify the quantities for the products to be returned.
   
5. (optional) Enter the tracking information of the return order.
   
   
   

   Tip: The tracking information can be added after the return request is created.

6. Once finished, click Save to create the return request.

Marking a Product as Returned

After receiving the returned products, you confirm the returned products are intact and all the required actions for the return request are completed, then mark the returned products as completed.

1. In the returned order details page, click the Mark as returned button of the returned product.
2. In the pop-up window, click OK to confirm the return is completed. You can choose whether to notify the customer.
   

Creating a Refund

To refund an order, you return the payment to the customer. You can refund the entire order or part of it. You can also refund the shipping fee only.

You can refund an order without creating a return request. In some cases, you can cancel an order and issue a refund.

1. From your SHOPLINE admin panel, go to Orders.
2. Click on the order you want to refund.
3. Click the Refund button in the upper right.
   
   
   
4. Specify the quantity of products to be refunded.
5. Specify the refund method (Refund to the original payment method or Mark as refund). See the next section for details.
6. In the Refund amount section, enter the shipping fee amount to be refunded. The amount is at your discretion.
7. (Optional) If you don't want to send an email to your customer when you initiate a refund, uncheck Send notification to customer. By default, this option is checked.
8. (Optional) You can restock the refunded products and specify the location as the stocking target.
9. (Optional) In the Refund notes section, leave remarks. 
10. Click Refund to initiate the refund.
    

Refund Methods

SHOPLINE supports both refunding the original payment and marking it as refunded, depending on the payment method used by the customer when placing the order.

Refunding to Original Payment Method

You return the payment to the customer's account by the same payment method when they place the order. After you initiate a refund this way, SHOPLINE requests the payment gateway to refund the customer's order (the maximum refund amount cannot exceed the refundable amount). The payment getaways return the refund results to SHOPLINE, which decides for how long the refund request is processed and completed. We recommend you use this method for its high accuracy.

The refund procedure may be delayed due to different payment gateways. SHOPLINE provides the refund status on the order details page and updates the refund status when the payment gateway returns the final result. Please keep track of the refund order in the refund status.

The refund procedure may fail due to different payment gateways, your account, network, and some other reasons. SHOPLINE provides the failure reasons on the order details page. You need to initiate another refund or take measures as appropriate.

On the order list page, you can quickly search for orders whose refund hasn’t been completed or failed.

Marking as Refunded

When you choose not to refund your customers to the original payment method, you can manually mark the refund process as completed on the order details page. For example, you may refund customers through offline bank transfers. We recommend you use this method for Cash on Delivery, offline payment, etc. Please note that refunding your customers this way is subject to your discretion.

Refunding with Store Credits

You can refund your customer with store credits that can be used on their next purchase.

Since refunding with store credits is processed directly through the Member System App, the refund information is only recorded in the merchant's notes on the order details page. Please be cautious to avoid repeated refunds.

1. From your SHOPLINE admin panel, go to Orders.
2. Click on the order you want to refund with store credits.
3. Click Actions in the upper right corner and select Refund with store credits.
   
   
   
4. The Member System App opens with the Refund page for the order. Fill in the amount of store credits and click Initiate refund. The Note content will be synced to the order details page of your SHOPLINE admin panel.
   
   
   What you will see on the order details page.