Refunds - Global-e Docs

Overview

Users with Merchant CS Admin permissions can create refunds.

Use the Refunds feature for orders that have already been dispatched to the customer.To cancel a settlement or a refund of stock items, amend the order before the order can be processed on the Global-e Merchant Portal and shipped to the customer. See Amending Order Products.

Global‑e monitors and rectifies all refunds that failed or are in pending status.

Issuing a Refund

To refund an order:

From the Global‑e Merchant Admin, go to Orders**> View Orders**.

Find the relevant order (enter the order information and click Find and View) and open it.

Make sure the order is in Dispatched Status.

On the Order Details screen, click the Refunds tab.

Click Add Refund. The Refunds screen opens.

The following information is displayed:

Field	Description
Order Total	The total amount that the customer paid for the order
Paid Total	TBD
Loyalty Points Total	TBD
Available amount to refund	The amount that can be refunded. If previous refunds were performed for that order, the amount to be refunded will be lower than the order total.
Total Shipping Price	The total shipping price paid by the customer
Duties & Taxes	The duties paid by the customer
CCF	The customs clearance fees paid by the customer

Select the type of refund: Full Refund or Partial Refund.

Click Approve Refund.

Partial Refund

To perform a Partial Refund, enter the following information.

Field	Steps
Products Refund	Create a refund for products: in the products list, select the Refunded Qty and the Refund Reason. The Products Refund field is populated according to the chosen quantities.
Shipping Refund	To create a full or partial refund for shipping, enter the amount in this field.
Service Gesture	Use this field to refund customers amounts that are not associated with products, shipping fees, or duties & taxes.
Duties and Taxes + CCF	To refund duties & taxes, enter the amount in the Duties & Taxes + CCF field. Generally, customs authorities do not refund duties and taxes that have been paid. Refunding these fees to customers is at the merchant’s sole discretion and expense.
Refund Components total	This field calculates automatically and shows all refund components listed above.
Prepaid Shipping	To deduct the cost of prepaid return shipping, enter the amount here. The refund cost shown to the customer on the Returns Portal is also listed under Return Requests: Merchant Portal > Orders > Returns.
Loyalty Points Refund
Money Refund
Total Refund	This field shows the total refund amount to be transferred to the customer’s original payment method
Refund Reason	Use this drop-down to define the reason for the refund
Notes	Enter refund note if applicable

​Overview

​Issuing a Refund

​Full Refund

​Partial Refund

Overview

Issuing a Refund

Full Refund

Partial Refund