How to Refund Marketplace Purchases

Modified on Tue, 26 Mar 2024 at 10:56 AM

There will be instances where an online customer must be refunded a full or partial amount due to a shipping error, unsatisfactory quality, a defect, or a simple return.

This article will outline how to fully or partially refund Marketplace purchases in the different scenarios you may encounter.

Quick Access:

How to Find the Affected Order

The process for pulling up the order that needs to be refunded in the Marketplace Center will be the same regardless of the situation.

1. Access the Marketplace Center

You can access the Marketplace Center from two different places in FieldStack:

a. From the Retail tab in the Marketplace Center section.

b. From the Marketplaces tab in the Manage section.

2. Search for the affected order or item using the Marketplace Center’s Search function.

Information on how to access and best utilize the

Marketplace Center’s Search can be found here.

How to Refund a Customer Return

In a scenario where the order is returned from the customer or comes back un-deliverable, and you are not going to reship or send a replacement - you will want to cancel the order.

Note:  Cancelling an order is equivalent to a customer returning an item to the store where the sale of the item is reversed.

1. Select the affected item(s) in the search results.

2. Click the Cancel without Replacement Quick Action

3. That will open this window:

4. Select a reason for cancelling the order using the top drop-down menu:

5. If the item can be sold again to another buyer:

a. Check the Is item resalable check box.

b. Use the Receive into dropdown menu on the right-hand side to select the location whose inventory you’d like the item to be received into.

6. Click Cancel Item to confirm the cancellation.

7. The customer will be refunded for the item or items refunded and any applicable tax on the item(s).

8. Confirm the refund has been applied appropriately using the Marketplace Center’s Communication tab.

How to Cancel Orders Prior to Fulfillment

1. Select the affected item(s) in the search results.

Note:  You can cancel each item individually, or multi-select the items in the order. It is also possible to only cancel some items in an order.

2. Click the Cancel without Replacement Quick Action.

3. That will open this window:

4. Select an appropriate reason for cancelling the order using the drop-down menu:

5. Click Cancel Item to confirm the cancellation.

Note:  Depending on the item’s status, a refund may or may not be necessary: 

If the item cancelled was not in stock and had the status “Pending Batch”, the customer would not have been charged, so no refund will be issued to their credit card.

If the item was in a Picking Batch, the customer would’ve been charged, so a refund will be issued.

6. You can verify whether the initial charged occurred, and that a corresponding refund was issued using the Marketplace Center’s Communication tab.

7. The customer will receive an email letting them know that all or part of their order was cancelled.

Note:  If the order was in an active Picking Batch, the system will block the cancelled items from being scanned out and let the agent know that the items were cancelled.

How to Refund an Item

In a scenario where there is a problem with the item a customer received, you may issue a partial or complete refund.

1. Select the affected item in the search results.

2. Click Add Adjustment in the Item Details section of the Order/Item Details tab.

3. This will open the Price Adjustment window:

4. You can see how much the customer is currently charged for the selected item in Item Sub-Total:

Note:  To fully refund the item, use the amount in Item Sub-Total.

5. You can make an price adjustment to the “Order”, “Order Shipping”, or “Item”.

You want to issue a refund on the item, so select “Item” as the type of adjustment.

6. Select an appropriate reason for refunding the item using the Adjustment Reason drop-down menu:

7. Enter the Amount you wish to refund the customer here:

Note:  The system automatically refunds the customer the corresponding sales tax, so you do not need to include sales tax in Amount.

8. Click OK to confirm the refund.

9. You can confirm your adjustment in the Marketplace Center’s Communication tab.

There will be a record of the price adjustment you made, and a separate record of the funds being sent back to the customer (where you can see that the sales tax has been included.)

How to Charge or Refund an Order’s Shipping

Shipping is assigned to the order as a whole, not to individual items. This means that refunding or canceling an item will have no effect on the shipping charge – so you must handle the shipping charge separately.

1. Select the affected order in the search results.

2. Click Add Adjustment in the Item Details section of the Order/Item Details tab.

3. This will open the Price Adjustment window:

Note:  From the Price Adjustment window, you can choose to charge for or refund shipping.


For example, if a customer places an order, then asks for it to be expedited, you can use this window to charge them for expedited shipping.

4. You can see how much the customer is currently charged for the shipping in Order Shipping:

Note:  To fully refund the shipping, use the amount in Order Shipping.

5. You can make an price adjustment to the “Order”, “Order Shipping”, or “Item”.

You want to charge or refund the shipping, so select “Order Shipping” as the type of adjustment.

6. Select an appropriate reason for charging or refunding shipping using the Adjustment Reason drop-down menu:

7. Enter the Amount you wish to refund or charge the customer here:

Note:  The system automatically refunds the customer the corresponding sales tax, so you do not need to include sales tax in Amount.

8. Click OK to confirm the adjustment.

This will refund the customer along with any associated sales tax.

How to Refund an Order

The process of refunding an order is similar to the process of refunding an item or adjusting shipping charges. It is important to note that the system automatically refunds the customer the corresponding sales tax.

Note:  If there are unfulfilled items on the order that you are not planning to ship, you must cancel those items first – before you refund the order.  

If they aren’t cancelled, the system will also refund the amount of those unfulfilled items, under the assumption you are going to ship them.

1. Select the affected order in the search results.

2. Click Add Adjustment in the Item Details section of the Order/Item Details tab.

3. This will open the Price Adjustment window.

4. You can see how much the customer was charged for the selected order in Order Sub-Total:

5. You can make an price adjustment to the “Order”, “Order Shipping”, or “Item”.

You want to refund the order, so select “Order” as the type of adjustment.

6. Select an appropriate reason for refunding the item using the Adjustment Reason drop-down menu:

7. Enter the Amount you wish to refund the customer here:

Note:  The system automatically refunds the customer the corresponding sales tax, so you do not need to include sales tax in Amount.

8. Click OK to confirm the adjustment.

This will refund the customer along with any associated sales tax.

How to Completely Refund an Order

In order to give the customer a complete refund, you need to refund the Order Sub-Total Amount and the Order Shipping Amount in two separate steps. If the two refunds are issued close to the same time, they should be bundled as a single credit card refund. This refund can be observed on the Marketplace Center’s Communication tab.

Refunding the Order Sub-Total:

1. Follow the steps for refunding an order.

2. For Amount, you want to enter the value found in Order Sub-Total.

Note: The Order Total circled below represents to total the customer was charged, including sales tax.

If you were to refund that amount directly, you would end up refunding the customer too much, as the system automatically calculated and adds sales tax to amount refunded. So instead, refund the Order Sub-Total.

Refunding the Order's Shipping:

1. Follow the steps for refunding an order’s shipping.

2. For Amount, you want to enter the value found in Order Shipping.