TABLE OF CONTENTS
- Overview and Pre-Reading
- For Shopify Sellers on eBay AU, The Iconic, MyDeal
- Cancel an unfulfilled order in Shopify
- Refund a line item on an unfulfilled order in Shopify
- Combination of the two above
- Refund a dollar value amount on an unfulfilled order in Shopify
- Refund shipping amount on an unfulfilled order in Shopify
- Return then refund a shipped order in Shopify
- Cancel or refund an unfulfilled order in Shopify for all other marketplaces
- All Other eCommerce Platforms and Marketplaces
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 (see ** Note below) 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.
** Note if you are selling on eBay Australia. For this to work on eBay AU our Support Team will have to "opt you in". Please contact us and ask the team to opt you in. You can also reach out on chat.
For Shopify Sellers on eBay AU, The Iconic, MyDeal
Scenarios 1-7:
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.
Return then refund a shipped order in Shopify
1) Locate your shipped order in Shopify and click Return.
2) You have to now select one of the Shopify options:
- Select Create return label to create a return shipping label for your customer. This option is available only if your primary location and customer shipping address are both in the US.
- Select Upload return label to upload an existing return shipping label for your customer. On the Add return label page, upload the PDF or JPEG file for your shipping label. You can enter the Tracking number and Shipping carrier if you have this information.
- Select No return shipping to create a return without any return shipping information.
3) Click Create Return, this will put the order into 'Return in progress'.
4) Once you receive the item from the buyer you can trigger the refund process using one of the above methods.
5) When you complete the refund in Shopify the order will be updated in Omnivore and eBay Australia.
Cancel or refund an unfulfilled order in Shopify for all other marketplaces
This process of refunds/cancellations refers to the list of marketplaces in the bottom section of this FAQ.
1) Locate your order in Shopify and use one of the methods above to refund the order.
2) The Omnivore webhook will pick up this change and the order status in Omnivore be updated to say Refunded Online.
3) Omnivore does not update the marketplace as mentioned for the list of markets below. We are yet to complete that development.
4) You will still need to handle the cancellation/refund process manually within the Marketplace (unless the order is from eBay AU, My Deal, The Iconic and Coles Best Buys)
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 sellers have to manually cancel and refund the order in your eCommerce Store and the Marketplace. Please review and follow the articles below to ensure your orders are handled correctly for these marketplaces:
