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Orders cancellation and refund

Owned by Hanna Kotliar (Unlicensed)
Last updated: May 24, 2022 by Kateryna Cherkes
3 min read

If you want to manage your Channel sales and orders in M2E Pro, simply enable the Create Order in Magento option (Amazon > Configuration > Accounts > Orders). Then, Magento orders will be created for ones imported from Amazon.

From time to time, buyers can reconsider their purchase and ask for a refund. With the Cancellation & Refund if Credit Memo is created option enabled (Amazon > Configuration > Accounts > Orders) you can process your cancellation requests faster. Simply create a Credit Memo for the order in Magento Sales > Orders. M2E Pro will submit the information from the Credit Memo to Amazon and sync the order status accordingly.

Cancellation

Cancellation can be performed only for unpaid Amazon orders. They are displayed as Pending in the M2E Pro order grid (Amazon > Sales).

Pending orders cannot be canceled or refunded using the Credit Memo. However, you can cancel them directly on the Channel. Then their statuses will be automatically updated to Canceled in the M2E Pro order grid.

Refund

Magento orders can be created only for paid Amazon ones. This means you can refund only Unshipped and Shipped Amazon orders in Magento.

To refund Unshipped order partially, firstly create a shipment for items you plan to deliver and then create the Credit Memo for the remaining products. 

If a buyer requested cancellation for an Unshipped order, you will see this information displayed in the Status column of the Orders grid:

You can refund such orders by creating a Credit Memo in Magento. The order will be cancelled both in M2E Pro and on Amazon, with the reason indicated as Buyer Canceled.

For Shipped Amazon orders, you can choose to issue a full or partial refund. The payment will be returned only for the products you indicate in the Credit Memo.

If you refund the Unshipped order, it will use the 'No Inventory' refund reason, whereas the Shipped order is refunded with the 'Customer Return' reason.

If you wish to compensate your customer`s expenses for delivery, additionally specify the proper sum for Shipping in Refund Totals. To restock the refunded items click Update Qty`s.

Please remember that a partial refund is not issued for orders with the specified Adjustment Fee. They are refunded in full by default.