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How do I cancel or Refund a Recurring Sale?

knowledgebase — Sat, 30 Dec 2006 07:00:00 +0000

To issue a partial or full refund on a recurring sale, you will need to login to your account at https://www.2checkout.com/va/. From here you can click on the “Sales” tab near the top of your account homepage and then select the “List” sub-tab. You can then click on either the sale number you wish to cancel/refund under the sale list or use the “Sale Search” form to search for an order.

To refund the entire sale, click on “Refund Sale” on the top left of the sales details page. To issue a refund for an individual installment, you will need to click on the “Refund” link listed under the refund column for the invoice. There will be an invoice entry for every installment. When issuing a refund you will be required to select a reason for the refund, enter a comment and click on submit refund. To cancel the recurring billing click on the “Stop This Recurring” link listed by the product name.

Please note: The refund option may not be displayed on a sale based on the following criteria:

Your username does not have authorization to issue refunds (basic editing access).
The sale is over 60 days old.
The invoice has no balance left to refund.
For a line item refund, the line item has already been refunded.
For a line item refund, the line item amount is more than the
remaining balance on the invoice (this can happen on an invoice with one
line item and a coupon or on an invoice with a partial refund).
It’s an online check order that has not been deposited.

Please feel free to contact us directly for refund assistance.

If you are a customer who has a recurring service that is billed through 2Checkout.com you will wish to contact 2Checkout.com directly by clicking here.

How can I cancel or refund an order after it’s been placed?

knowledgebase — Sat, 30 Dec 2006 07:00:00 +0000

You can easily issue refunds or cancel orders through the admin interface of your account. First, you will need to reference the order in your account, this can be done by logging into your account homepage and selecting the “Sales” tab near the top of your account homepage and then selecting the “List” sub-tab. You can then click on either the sale number you wish to cancel/refund under the sale list or use the “Sale Search” form to search for the order. Once you reference an order in your account, you have the option to refund the entire sale by clicking on “Refund Sale” on the top left of the sales details page. You may also refund a line item by clicking on the “Refund” link located in the Refund column of the invoice for that line item or issue a partial refund by clicking on the”add refund” link directly under the invoice number.

Please note: The refund option may not be displayed on a sale based on the following criteria:

Your username does not have authorization to issue refunds (basic editing access).
The sale is over 60 days old.
The invoice has no balance left to refund.
For a line item refund, the line item has already been refunded.
For a line item refund, the line item amount is more than the
remaining balance on the invoice (this can happen on an invoice with one
line item and a coupon or on an invoice with a partial refund).
It’s an online check order that has not been deposited.

Please feel free to contact us directly for refund assistance.

Where do my sales show in my admin page?

knowledgebase — Sat, 30 Dec 2006 07:00:00 +0000

Your most recent sales will be listed on your account homepage. You may also search for sales on the account homepage. To view all of the orders on the account, click the “Sales” tab on your account homepage and then click the “View” tab on the Sales page. You are able to view 20, 50 or 100 sales per page depending on the display you choose. The new Vendors Administration Area provides you with more search options, such as customer phone number and product ID. It also provides more functionality in the options that already exist. You will be able to search with limited information in the Customer Name, Customer Email and Customer Phone number fields. When searching using these fields, you may search with a minimum of three consecutive characters. Example: If a customer provided an email address of test@2Checkout.com, a supplier could locate the order by using the email search and entering test, or 2Checkout. You will still be able to search by a date range and to search for declined recurring orders.

Is there a time limit on issuing refunds?

knowledgebase — Sat, 30 Dec 2006 07:00:00 +0000

2CO suppliers, in coordination with our Customer Care team, can attempt to limit refunds as per your stated product return or cancellation policy.

This policy should be easy to understand and clearly posted on your site. It should also be sent to 2CO via a ticket system request for notation on your 2CO account.

It is possible, however, for a customer to obtain a bank-initiated refund (chargeback) for six months after the date of the order. In some instances, this period can be extended to up to one year. It primarily depends upon the nature of the complaint and the card-issuing bank involved.

As a general rule of thumb, it is often in the best interest of both yourself and 2CO to issue a refund whenever it is apparent that no other action is going to satisfy the customer. The rules that govern transactions are written to favor the consumer in almost every instance.

For additional information on these topics please review the following articles:

What is a Chargeback?

How can I help to reduce the number of customer disputes?

How do I cancel an order?

knowledgebase — Sat, 30 Dec 2006 07:00:00 +0000

You can cancel an order by following the steps listed below:

Login to your account at https://www.2checkout.com/va/
Click on the “Sales” tab near the top of your account homepage.
Click on either the sale number you wish to cancel/refund under the recent sales display or use the “Sale Search” form to bring up the order.
To issue a refund click on the “Refund Sale” link on the top left corner of the order.
Here you will be required to select a reason for the refund, enter a comment and click on “Submit Refund”.
You and the customer will be sent an email confirming the cancellation of the sale.

Please note: The refund option may not be displayed on a sale based on the following criteria:

Your username does not have authorization to issue refunds (basic editing access).
The sale is over 60 days old.
The invoice has no balance left to refund.
For a line item refund, the line item has already been refunded.
For a line item refund, the line item amount is more than the
remaining balance on the invoice (this can happen on an invoice with one
line item and a coupon or on an invoice with a partial refund).
It’s an online check order that has not been deposited.

Please feel free to contact us directly for refund assistance.

How do I issue a partial refund?

knowledgebase — Sat, 30 Dec 2006 07:00:00 +0000

You can easily issue partial refunds for orders through the admin interface of your account. First, you will need to reference the order in your account, this can be done by logging into your account homepage and selecting the “Sales” tab near the top of your account homepage and then selecting the “List” sub-tab. You can then click on either the sale number you wish to cancel/refund under the sale list or use the “Sale Search” form to search for the order. Once you reference an order in your account you can issue a partial refund by clicking on the “add refund” link directly under the invoice number.

Please note: The refund option may not be displayed on a sale based on the following criteria:

Your username does not have authorization to issue refunds (basic editing access).
The sale is over 60 days old.
The invoice has no balance left to refund.
For a line item refund, the line item has already been refunded.
For a line item refund, the line item amount is more than the
remaining balance on the invoice (this can happen on an invoice with one
line item and a coupon or on an invoice with a partial refund).
It’s an online check order that has not been deposited.

Please feel free to contact us directly for refund assistance.

How do I create my user name and password?

knowledgebase — Sat, 30 Dec 2006 07:00:00 +0000

The main username of your account can not be changed, but you can change the password of the main user and create multiple users for your account. To change the password of the main user you will need to log into the Classic Sellers Area (V2) as the main user and select the “Change” option next to “Change Password” under the “Other Links” menu. To change the password of the main user in the new Vendors Administration area you will log in using this url: https://www.2checkout.com/va/ After you have logged in you will then click the Account tab on the homepage. On the Account page you will click the User Management tab. On the User Management page click the Change Password link under User Management.

Please note: When creating usernames and passwords for your account the following rules will apply.

Username: Must be 6 to 32 characters in length and can include letters, numbers and other characters, @, &, %, etc., but can’t contain the following characters: < or >. The username must also be available. If a username has been used by another supplier, or if a username has been used and deleted from your account, you will be unable to use that username.

Password: Must be 6 to 32 characters in length, with characters from at least two of the follow classes:
- lower case letter
- upper case character
- number
- symbol (except ” ‘ [ ] { } < > )

If you do not know the login information for your account, you will need to contact us through the Help Desk or call our Customer Support Center 24 hours a day:

Help Desk:
http://support.2co.com/deskpro/newticket.php

Customer Service Support Center:
1-877-294-0273 toll-free in U.S. & Canada
1-614-921-2450 international callers
0871 284 4844 UK and Northern Ireland

To create a new user for your account you will need to select the “Create” option next to “Add Usernames” under the “Helpful Links” menu on your account homepage.