If the order is canceled or returned, it is important to note this information on the order so that both Stockmann and the customer are aware of the status of the order. You can find more information about cancellations and returns in this article.
Before canceling or returning
Before making a return or cancellation, please ensure that you have sufficient funds in your Paytrail merchant account to make the refund. If you have more than one merchant account, make sure that your merchant account connected to the Online Exclusive service has sufficient funds. If you don't have enough funds in your account, you can transfer funds to the account using these instructions.
Please note that refunding the payment is not possible through Paytrail's Merchant panel, but the actual return or cancellation must be made in Online Exclusive's Backoffice using the instructions below.
Cancellation
Cancellation means the cancellation of the order line before shipment.
The order line may have to be canceled either for reasons caused by the customer or the merchant.
Examples
- the customer states that they don't want the order.
- the product that was in inventory is defective or is no longer available.
A cancellation can be made under "More actions" -> "Create cancel"
In the window that opens, you can select which order lines you want to cancel. You can also select whether the products will be returned to inventory, in which case they are immediately available for sale again.
It is also important to click the "Customer cancels" box if the cancellation is by customer request. Otherwise, the cancellation will be charged to you.
Cancellation and refund
In case of cancellation, the amounts from canceled lines is returned to the customer automatically, and the refund does not require any other measures from you.
Returns and cancellations view
When the order line has been canceled, the cancellation will appear in the order view in the "Returns and cancels" section. The refunded amount will also appear in the payment history.
Return
Return means the return of the order after delivery, if the customer has returned the order to the merchant by mail or in another way.
A return is made from A return can be made under "More actions" -> "Create return". Creating a return is possible if the order has shipments.
When creating a return, select the product quantity and reason code that the customer used in the return notification. You can also select whether the products are to be returned to inventory, in which case they are immediately available for sale again.
You can also give the customer a refund without a return. In this case, enter zero in the product quantity (the product was not returned), and enter the amount in euros you want to refund to the customer in the refund field.
Return and refund
In the case of returns, the amounts from canceled lines is refunded to the customer automatically, and the refund does not require any other actions from you.
Returns and cancellations view
When the return has been successfully entered into the system, it will appear in the "Returns and cancels" section.
The payment history shows the refunded amount that has been returned to the customer. The status of the order shows "returned" only when all lines of the order have been returned. Otherwise, the status of the order remains in the previous status.
At any time you can return to the order view to see the order information.