Cancellation
Refund bank
- Enter bank details for refund displayed when [Cash refund] is selected for [Refund methods].
- Click [Select bank account for refunds] to select bank account details for refund in cancellation/exchange/return request.
Cancel
Accept cancellation
- You must select a reason from the drop down menu that includes [Change of mind], [Shipping delay], [Shipping error], and others.
- To sync the reason with admin memos, select [Sync the reason for cancellation/return/exchange/refund with admin memo] in [My Store>Store setup>General settings>Orders (Tab)] under [Payment/Refund/Return settings].
Reject cancellation
- Decide whether to display the reason for rejection in the customer's order details under [My orders] on your storefront.
Refund methods
- You can select shipping fee options for cancellations or returns according to your shipping policy.
- Refund the shipping fee for original order by adding it to the refund amount or do not refund the original shipping fee. You can also charge customers for the return shipping fee by deducting it from the refund amount.
- When you are deducting the return shipping fee from the refund amount, the maximum amount is the sum of [Estimated refund amount] and [Original shipping fee].
- When you are adding the return shipping fee to the refund amount, the maximum amount is the difference between [Total amount paid] and [Estimated refund amount] for payment methods that partial refund is allowed. There is no limit for bank deposit and the return shipping fee added to the refund amount will automatically be deposited.
- The estimated customer level-based points to be canceled will be calculated and displayed based on the product subtotal. You can change the amount to be canceled.
- Click [Reward conditions and amount] to check rewarded points for each item. Only customer level-based points are displayed.
- The amount is automatically displayed based on the option selected in [Refund methods] by admin and it can be manually edited up to the total amount paid.
- Refund points used by customers to purchase the product during checkout.
- The default amount is automatically displayed by the system and you can change the amount up to the amount of points used during the checkout.
- This pop-up allows you to accept and process a cancellation request by the customer.
- Partial cancellation-related matters, such as refund amount, points refund, and shipping fee refund, can be processed in [Refunds].
- In the case where a shipping fee needs to be charged because the purchase amount has become smaller than the threshold value for free shipping due to partial cancellation, the fee needs to be charged to the customer and thus deducted from the refund amount.
- Refund credits used by customers to purchase the product during checkout.
- The default amount is automatically displayed by the system and you can change the amount up to the amount of credits used during the checkout.
- Total amount to be refunded is equal to the total amount paid.
- Shipping fee is calculated by the following formula. [Original shipping fee] - [Return shipping fee] + [Refund of return shipping fee]
Details on refunds
- The options for [Refund methods] may change depending on the payment method used during the checkout. Fields for entering refund details will be displayed based on the selected refund method.
- Cancellation - Bank details added in cancellation request
- Exchange - Bank details added in exchange request
- Return - Bank details added in return request
- When customers request to cancel, exchange, or return individual item from the entire order, you can adjust and select discounts per item to be canceled.
- This feature is only available when [Separate acceptance of a cancellation/exchange/return request from the refund process] is selected for [Refund for cancellation/exchange/return requests] under [Payment/Refund/Return settings] in [My Store>Store setup>General settings>Orders (Tab)].
- The entered amount will also be applied to [Cancel product discounts].
Order item
- The estimated coupon-based points to be canceled will be calculated and displayed based on the product subtotal. You can change the amount to be canceled.
- Click [Reward conditions and amount] to check rewarded points for each item.
- Additional discounts per item will be displayed for you to cancel and you can change the amount up to the displayed maximum amount.
- Entered amount will be added to [Total cancel] (or [Total refunded] for paid orders).
- Click [Discount details] to check the total amount of additional discounts per item.
- The estimated customer level-based discounts to be canceled will be calculated and displayed based on the product subtotal. You can change the amount to be canceled.
- Click [Discount conditions and amount] to check discount amount for each item.
- The estimated coupon discounts to be canceled will be calculated and displayed based on the product subtotal. You can change the amount to be canceled.
- Click [Discount conditions and amount] to check discount amount for each item.
- Check an order item for which you want to accept a cancellation request and click [Accept cancellation request] to proceed with the cancellation process.
- [Cancellations before payment] will be provided with [Payment adjustment information] while [Cancellations after payment] will be provided with [Refund methods].
- Check all the items and click [Confirm] to accept a cancellation request. [Order status] will then be marked as [Canceled] or [In progress].
- Any cancellations before payment will cause [Order status] to be immediately marked as [Canceled]. Any cancellations after payment will cause [Order status] to be marked as [Canceled] only after setting [Orders>Cancellations/Exchanges/Returns/Refunds>Refunds] as [Refunded].
- Only the orders for which the customer has directly made a cancellation request in the online store will be provided with the [Reject cancellation request] button.
- Check an order item for which you want to reject a cancellation request and click [Reject cancellation request]. The [Reject cancellation request] field will then be displayed below.
- Fill in all required fields and click [OK]. [Order status] will then be restored to the condition before the cancellation request. You can check the result in the [Rejected/Undone] tab in [Orders>Cancellations/Exchanges/Returns/Refunds>Cancellations].
- Check the list of gifts you can cancel, exchange, or return.
Gifts
Payment details
- Final (or initial) payment details displayed also in the order details. Refer to this information when calculating refund amount during cancellations, returns, or exchanges.
- [Total amount paid] is the amount actually paid by customers with bank deposit, credit card payment, etc. other than by discount and other means of payment. You need to check [Total amount paid] when accepting a cancellation request because It is the amount to be refunded.
- Discount - Product discount, Partnership discount, Customer level-based discount, Coupon discount, and/or Shipping fee discount
- Alternative payment methods - Points and/or Credits
- The amount of coupons restored during the cancellation process is not included in [Total amount paid].
Cancellation log
- Cancellation process records for the corresponding order will be viewed.
- This pop-up allows you to process all cancellation requests made by both customers and merchant.
- In refunding the price difference arising from an order cancellation, relevant matters, such as refund amount, points refund, and shipping fee refund, can be processed in [Refunds].
- In the case where the purchase amount has become larger than the threshold value for free shipping due to additional purchase, you can enable [Shipping fee deduction] when canceling the corresponding order.
- If the escrow status is marked as [Purchase rejected], only cancellation requests can be processed.