Refunds — when money is returned to the customer

The Refunds tab has two subtabs: Refund history and Errors / decisions (with a count of cases to handle).

Step by step — send a batch of refunds

1. Open Returns → Refunds and stay on Refund history.
2. Review what is waiting. Search EAN / Order / AY... and the MARKETPLACE filter narrow the view. To send only selected items, select their rows in the table; the batch will contain exactly those rows. Search and the batch date range do not affect it.
3. Click Bulk refunds above the table on the right. If every marketplace already has a batch running, the button is disabled and the message says All marketplaces have a bulk refund running (banner above).
4. In For which marketplace should we issue refunds?, choose a marketplace or All marketplaces. A marketplace with a running batch is marked In progress and cannot be selected.
5. Review Bulk refunds — Preview (dry-run): the Total items, To send, Blocked, and Total amount counters, the FINANCIALLY IRREVERSIBLE action warning, and ✓ Ready to send with rows and amounts.
6. You can still remove an item from the preview with Exclude beside its row; totals update immediately. You cannot add items here.
7. Click Send refunds (the button shows the item count). Blocked items are excluded: (blocked items excluded — handle them in Errors / decisions). If there is nothing to send and only blocked items remain, the button becomes Move to Errors / decisions. Click it to move those cases to the list; nothing is sent to the marketplace.
8. Follow progress in the Bulk refunds banner above the list: Waiting..., In progress, Completed, or Completed with errors, with a Details button. Closing the browser does not stop the batch.
9. Items that did not go through appear under Errors / decisions. Resolve them there as described below.

Step by step — Errors / decisions

1. Open the Errors / decisions subtab. Tiles above the table divide cases into Hard, Soft, Suspended, Will retry, and Manual handling. Click a tile to filter the list.
2. Read the Reason column. Expand a row’s arrow (Full error) to see the raw marketplace response; Copy puts it on the clipboard for a support request.
3. Fix the issue in the store if that is where it occurred. For Manual handling, the system says Handle in MP panel; there is no other route.
4. Choose an action:
   • To send — puts the item back in the queue for the next batch, where it will be checked again.
   • Settled — the money was refunded, or you checked in the marketplace panel that it was; close the case.
   • Exclude — this item must not be refunded.
5. After clicking, the row disappears and the system confirms Refund item status changed. The count on the tab drops by one.

Available actions depend on the case type: Hard offers only To send and Exclude; Manual handling offers Settled and Exclude; Suspended offers all three; Will retry has no actions.

Enable refunds per integration

Refunds are disabled by default for every integration. Until an administrator enables them, the integration will not refund anything and the Waiting for refund tile will not appear.

Open Settings → Warehouse → Returns → Refunds. Columns are Integration, Marketplace, Active, Refunds, and Scope (from when).

The scope is All (all history) or From date. It uses the return closure date, not the scan date.

• A newly enabled integration starts from now to avoid bringing already settled history into the list.
• If the integration already issued refunds, set the scope to All.
• Enabling one integration does not affect any other; channels are intentionally isolated.

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Item states

Pending · Approved · Queued · Sending · Sent · Blocked · Excluded · Error · Needs manual review.

In return details, the Refunds card shows Suggested refund and four amounts: Refunded, Pending, Errors/decisions, and Excluded. Each item has a marker: Settled, Pending, Errors/decisions, or Excluded.

The suggested refund is always displayed, even for channels outside the automation; it is guidance for a person handling the refund manually.

Why a refund is blocked

These are reasons, not steps to fix. The system checks them in this order and stops at the first match:

1. Cash on delivery — always requires manual handling and cannot be forced.
2. The item was not physically received (quantity received is zero).
3. The store-side order ID is missing.
4. The return is not closed.
5. At least one item in the return does not go into stock, so the entire return needs review.
6. The item has no EAN.
7. Item not in the order — always handled manually (Flags on return items).
8. The marketplace-side order-item ID is missing.
9. Invalid price.
10. Quantity limit exceeded — we do not refund more items than the customer ordered. This limit always applies, including to items manually allowed through.
11. The item was already settled with the marketplace.

Bulk refund batch

The batch begins by choosing a marketplace in a separate window. Its scope comes from that choice and, if you selected rows in the table, those rows. Search and date filters on the list do not change the batch scope.

The preview is titled Bulk refunds — Preview (dry-run). It separates items into ✓ Ready to send and a Blocked count, with amounts. The final button is Send refunds.

• Only items approved in this preview are sent. Items added later will not enter the batch.
• Each marketplace can have only one batch running at a time.
• Closing the browser does not interrupt sending.

Errors / decisions

Tiles divide cases into five types: Hard (marketplace rejection), Soft (a problem on our side), Suspended (stuck during sending), Will retry (stuck but returns to the queue automatically), and Manual handling (item not in the order).

Actions are To send (included in the next batch and checked again), Settled (the refund was issued or you verified it in the store panel), and Exclude (it will not be sent and will not return to the queue).

A Suspended item offers all three actions. The screen says: Suspended during sending — check in the marketplace panel whether the refund was actually issued, then decide.

This decision is intentionally manual. After an outage, it is usually unclear whether the money was sent, and the system will not resend it automatically.

Will retry is the exception. Some marketplaces can report how much they have already refunded for an item, and the system checks this before every send so a retry cannot pay twice. Such an item returns to the queue without your help and has no action buttons. It is shown only so you know the case is still in progress.

Do not settle it manually. There is no button because clicking Settled while the system is sending the item can cause two refunds for one customer.

The number of automatic retries is limited. When it runs out, the item becomes Suspended with a note that attempts were exhausted; only then do you decide.

One exception: if someone disabled refunds for the integration or changed its scope in the meantime, no batch will take the item again. The row says “Will not retry — account is outside the refund system” and offers Settled and Exclude again. Check the store panel and close the case here.

For Manual handling, Handle in MP panel is informational text, not a button. The available actions are Settled and Exclude.

Three rules people ask about most

1. We never refund the same item twice. A sent or excluded item never returns to the preview.
2. Only items physically scanned count. Items known only from an automatically recognized contents list are not included in a refund.
3. We refund what the customer ordered, not what arrived.