TUTORIAL: How to Refund A Sale

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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New Vendor Admin: Sales

Your recent sales page will provide you with a table that lists only your most recent sales.
To access the recent sales page in our new vendor administration panel please login at the following url: https://www.2checkout.com/va/

Once you have logged in, click on the ‘Sales’ tab.

The recent sales table will provide you with the following information for each sale.

  • Sale Number- The customers 2CO order number.
  • Date Placed- The Date the order was placed.
  • Customer Name- Customers name as it was entered in the billing information.
  • Recurring- Whether or not the order was recurring.
  • Total- The sale total in your accounts currency.

You may click on the order number to bring up the customers order. If you would like to access all of your sales information you may select the ‘List’ submenu to visit the list sales page.

Your list Sales page will provide you with a table that lists all of your sales. The table will provide you with the following information for each sale.

  • Sale Number- The customers 2CO order number.
  • Date Placed- The Date the order was placed.
  • Customer Name- Customers name as it was entered in the billing information.
  • Recurring- Whether or not the order was recurring.
  • Recurring Declined- Recurring orders status.
  • Total- The sale total in your accounts currency.

This page also provides the option to sort your sales by any of the previously mentioned fields.
You may click on the order number to bring up the customers order.

If you would like to locate a sale in your 2Checkout account, you may use the sales locater feature located on the right side of the page to search for your sales by the following criteria:

  • Sale #- Order number located in the order notification email.
  • Invoice #- Invoice number located on the orders packing slip.
  • Customer Name- Customer’s name as it was entered on the order. (must be at least three characters)
  • Customer Email- Customer’s email address as it was entered on the order.
  • Customer Phone- Customer’s phone number as it was entered on the order.
  • Product ID- Product ID that was ordered based on the product ID that was included in the order.
  • Date Range- Based on the order date using the Begin Date field in the following format (YYYY-MM-DD) and End Date field in the following format (YYYY-MM-DD).
  • Declined Recurrings- Check this box to search for only recurring sales that are currently in declined recurring status.

What is “Order Status”?

While providing support to our suppliers, we frequently encounter questions that are addressed by referring to the Order Status. This article addresses the question What is “Order Status”?

Credit Card:

  • Approved - The customers bank has approved the transaction
  • Pending - The customers bank has begun the process to transfer the funds to 2Checkout
  • Deposited - 2Checkout has received the funds from the customers bank and they are in your 2Checkout vendor account

eCheck:

  • Approved - 2Checkout is waiting to hear from the customers bank
  • Pending - The customers bank has began the process to transfer the funds
  • Deposited - 2Checkout has received the funds from the customers bank and they are in your 2Checkout vendor account

FXSource:

  • Deposited - 2Checkout has received the funds from the customer and they are in your 2Checkout vendor account

PayPal & PayLater:

  • Pending - 2Checkout is waiting on funds from PayPal
  • Deposited - 2Checkout has received the funds from PayPal and they are in your 2Checkout vendor account

Adding Sale Comments

A great way to keep 2Checkout’s Customer Care department informed of unusual issues with an order is by adding comments to the sales page. By adding comments, you can let us know ahead of time if you are already working with a customer. This way we can better assist the customers if they call the 2Checkout customer service line.

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