There are several reasons why you may need to cancel or refund an order, so we make that as simple as possible.  

Important Note:  ChannelGrabber is not directly connected to any payment portals (PayPal, WorldPay etc.) so our system does not handle any financial transactions directly.  However, cancelling or refunding an order in our system will trigger the relevant processes on your channels directly.

Clicking on an order (in the Order ID / Product Information section) opens a dedicated page for that specific order and presents you with further details relating to that order:

Within the order page, you can perform a number of actions relating to the management of that specific order:

If the order has not yet been marked as Dispatched, then clicking on Cancel will send a cancel request to the channel, who in turn will email the buyer for a request to cancel the transaction.  If they accept, the transaction will be cancelled and the status of the order will update to Cancelled in ChannelGrabber:

If the order has already been marked as Dispatched, then you can no longer Cancel the order, but clicking on Refund will prompt you for a refund reason. Once this is selected, this request will be sent to the relevant channel and mark the order status in a temporary status of "Refunding".  At this point this request will be sent to the channel, who in turn will email the buyer for a request to cancel the transaction.  If they accept, the transaction will be cancelled and the status of the order will updated to Refunded in ChannelGrabber:

 

How does cancelling and refunding orders affect stock in ChannelGrabber?

  • Cancelling an order in CG before it is dispatched will automatically book stock back into the product in CG
  • Refunding an order after it has been marked as Dispatched does not book any stock back in, so if you still have the item or a customer returns it fit for re-sale, then you need to manually add that back to your stock total in CG
  • It's not possible to Cancel an order once it's been marked as Dispatched, only to trigger a Refund it from CG

 

We hope this guide is useful, but if you need further assistance, please feel free to contact us via the Intercom (chat) system in your ChannelGrabber account, or via email on help@channelgrabber.com

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