This article explains the conditions, operating procedures, and precautions for Sellers when initiating refund only for In Transit and Delivered orders, to help them handle customers' post-purchase refund claims.

Under what circumstances can Sellers initiate refund only on behalf of the buyers?

Refund only for In transit orders

Currently, we support Sellers initiating an In transit refund only on the buyer's behalf if they are dissatisfied due to the Seller's late dispatch, logistics delivery delays, or abnormal delivery. Therefore, when a Seller initiates an In transit refund only, the chosen reasons are "Package lost," "Package delivery failed," or "Missed estimated delivery date."
If a customer has a change of mind return of an In transit order, they will be guided to initiate a request first and send the item back after receiving it. In this situation, if the Seller does not require the customer returning the item, they can issue a refund directly and change the customer's return request to Refund without return.

Refund only for Delivered orders

If the customer has not actually received packages that are shown as delivered, Sellers can directly refund the customer after verification. And if the product/accessories are missing, wrong product was sent, or product is damaged, Sellers can also initiate a refund after reaching an agreement with the customer. Customers do not need to return the goods, which ensures a better post-purchase experience for them.

How to initiate a refund only for your customers

Refund only for In transit and Delivered orders have the same operation process:

• Sellers can use the search bar or use the filter under the "Shipped" tab to find the corresponding orders.

• Sellers can find the refund only entrance in two ways.
  • Entrance 1: Find the Refund button on the right side of the order card

• Entrance 2: Click the order ID to enter the order detail page, and find the refund button in the upper right corner.

• Select the SKU you need to refund and select the reason, click 'refund' button to submit, then the refund can be initiated.

Notes for using this feature

1. You are only allowed to initiate refunds for SKUs one package at a time

For a split order with more than one package, only SKUs from one package can be selected to initiate a refund each time, and cross-package selection of SKUs is not supported. When you select one of the package's SKUs, the remaining package's SKUs will be grayed out.
Let's say there are 2 packages in one split order. When you select some SKUs/all SKUs in package 1, then you can't select anything from package 2.

2. Support refunds of some SKUs in a multi-SKU package

For multi-SKU packages, you can only choose some SKUs to initiate a refund.
Let's say there are 3 SKUs in 1 package. You can choose only 1 or 2 SKUs to initiate the refund.

3. Support multiple refunds in one order/package

For multi-SKU packages, different batches of refunds are supported.
On the screenshot below, we have 1 package containing 3 SKUs. After completing the refund for one SKU, you can still initiate refunds for the other SKUs. When initiating a new round of refund, only the remaining 2 SKUs that have not been initiated a refund will be displayed.