Marking an Order as Refunded in Omnivore does NOT refund the order in Trade Me or your eCommerce site.  Order refunding is a manual process that starts within Trade Me itself. The "Mark as Refunded" option for an order in Omnivore will stop any updates being made to the order in Omnivore, your eCommerce platform or Trade Me. Cancelling/Refunding a Trade Me order in your eCommerce store will NOT refund the buyer, the refund/cancellation must be done directly within Trade Me.


To refund an order, please follow the following guidelines:

  1. Cancel and refund the order in Trade Me
  2. Cancel the order in your eCommerce store.
  3. Mark the order as 'Refunded' in Omnivore.
  4. If you are a Shopify Seller and you mark the order as cancelled in Shopify Omnivore will update the order automatically.  No other eCommerce Platforms have this function.


1. How to cancel and refund the order in Trade Me:


Go to the 'My Trade Me' tab and click on 'sold'


From there click on 'payment received', below:



The next step is to click on the 'issue refund' button, below.




When you hover over the '?' (above) the following information is displayed (below):



Only one refund can take on a particular transaction, so either a full or partial refund.


Please note if a further refund needs to take place on a transaction that has already been partially refunded, the Trade Me account manager will arrange for CS to contact the member and get their bank details.


We then forward those bank details on to our finance team who refunds the buyer out of the sellers 'Pay now' account.

 


NOTE:

If the order was placed over 45 days ago, there will be no record of the transaction on their account log in. It will however be in the Trade Me system but needs to be refunded by your Trade Me Account Manager or Customer Service.



2. How to mark the order as 'Refunded' in Omnivore


  1. Open Omnivore
  2. Go to 'Orders' in the left hand navigation
  3. Find the order and click through to the page which holds all the order information
  4. Click 'Mark as refunded'
  5. If you are a Shopify Seller you will not need to do this, just cancel the order in Shopify.