TABLE OF CONTENTS
- Overview and Pre-Reading
- For Shopify Sellers on eBay AU, The Iconic (Automatic)
- All Other eCommerce Platforms and Marketplaces (Manual)
Overview and Pre-Reading
We are making improvements to enable you to refund via your ecommerce platform and the refund/cancellation will then automatically flow through to the marketplace.
Here is an overview of what you can do where depending on your ecommerce platform. This table will be updated as we work through each ecommerce platform and marketplace to release this feature gradually.
| eCommerce Platform | Marketplaces | Refund/Cancel via |
| Shopify | eBay AU TheIconic MyDeal Coles Best Buys
| Refund/Cancel via Shopify – see scenarios and step by step instructions below |
| Shopify | All other marketplaces not listed above | Refund/Cancel via the Marketplace |
| Magento | All marketplaces | Refund/Cancel via the Marketplace |
| BigCommerce | All marketplaces | Refund/Cancel via the Marketplace |
| WooCommerce | All marketplaces | Refund/Cancel via the Marketplace |
| Custom Integrations* | All marketplaces | Refund/Cancel via the Marketplace |
* Some custom integrations can refund automatically via their backend systems. If you are unsure, please contact us.
For Shopify Sellers on eBay AU, The Iconic, MyDeal, Coles Best Buys
Scenarios 1-5:
Cancel an unfulfilled order in Shopify
1) Find the order in Omnivore under Orders - All Orders and check it is pending shipped and it has a Shopify order number.
2) From within Shopify find your Orders section, check box the order you want to cancel and click more actions - cancel
3) Use the Refund Now option to cancel the order.
4) The order will now show as refunded in Shopify and the order webhooks will change the order to say Refunded Online in Omnivore.
5) This order change will update the Marketplaces where the order will be adjusted.
Refund a line item on an unfulfilled order in Shopify
1) This can be done on an order that has multiple line items OR one line item with multiple quantities.
2) Find the order in Omnivore under Orders - All Orders and check it is pending shipped and it has a Shopify order number.
3) From within Shopify find your Order, click into the order to open it and click the Refund option.
4) Use the up / down arrows to add the number of items you want to remove the the order. Our example below shows we are removing 1 of 2.
5) The refund window will show the amount to be refunded, click Refund.
6) The Omnivore / Shopify webhook flow will pick up the change and this will be reflected on the order in Omnivore.
7) This order change will update the Marketplaces where the order will be adjusted.
Combination of the two above
This scenario covers the option if you refund a line item on an order then cancel the order, to achieve this you would do the line item refund first, then cancel the order in Shopify. Omnivore and the Marketplaces will pick up both changes.
Refund a dollar value amount on an unfulfilled order in Shopify
1) Follow the steps above to find the order in Shopify and click Refund.
2) On the refund page on the right hand side add your refund amount and click Refund
3) This refunded amount will be reflected in the order in Omnivore.
4) This refund amount will be updated on your order in the Marketplace.
Refund shipping amount on an unfulfilled order in Shopify
1) Follow the same refund steps above in Shopify to find the order and click Refund.
2) On the order refund page see Refund Shipping, add your refund amount and refund reason.
3) Click Refund to complete the process.
4) This refund will be updated in Omnivore and the Marketplace.
All Other eCommerce Platforms and Marketplaces
The process to cancel and refund orders manually can be followed by reading the FAQ's listed below. As the case for each, cancellations and refunds are initiated in the Marketplace and they are a manual process which means the retailers have to manually cancel and refund the order in their eCommerce Store and the Marketplace. Please review and follow more reading below to ensure your orders are handled correctly using the manual method: