This tutorial will cover basic sale maintenance and will include issuing refunds and instructions on stopping/starting recurring orders. This tutorial is based on the new vendor administration area which is accessible here. Orders can either be canceled or refunded based on the status they are in. For more information on order status please visit the article “What is Order Status”.

If an order or recurring installment is in approved status it can still be canceled without the customer being charged or 2Checkout fees applied to the suppliers account. If an order is in pending or deposited status a total or partial refund can be issued to the customer. If the order was passed in using our plug and play parameters individual products and shipping charges can also be refunded by using our line item refund feature.

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If a supplier needs to issue a partial refund on an order that was placed using an online check they should be sure to wait until the sale has reached deposited status before doing so. This will ensure that the order deposits correctly and the refund is issued correctly.

To issue a partial or full refund on a recurring sale, you will need to logon to your Account Homepage, click on ‘To find a Sale Search’ under the ‘Helpful Links’ menu, and search for the sale by the sale number. To refund the entire sale, click on ‘Refund Sale’ on the top left of the sales details page.

To issue refunds for individual installments, you will need to click on the ‘Refund $XX.XX’ link under the action menu. There will be an invoice entry for every installment.To stop the recurring billing on a recurring order, you will need to logon to your Account Homepage, click on ‘Find Sale’ under the ‘Helpful Links’ menu, and search for the sale by the sale number. Clicking on the ‘Stop All Recurring’ button near the top of the sales details page will discontinue the billing cycle.

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.

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 Bank Assisted Dispute (Chargeback)?

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

1. Login to your account.
2. In the Helpful Links section click on the To Find A Sale link.
3. Enter the Sale number you wish to view in the Sale Number field and click the “Find Sale” button.
4. The sale detail will now be on your screen. Locate the table toward the bottom of the page. In the Action column cick on the “Cancel $ x.xx” link.
5. A pop up window will appear. Enter a reason why you are cancelling the sale in the comment box and click the Refund Amount button.
6. You and the customer will be sent an email confirming the cancellation of the sale.