Order Refunds/Returns Guidelines
Groupon Goods Marketplace has specific procedures for order refunds and returns as outlined in your Merchant Agreement. Merchants failing to comply with the policies below may be subject to suspension or even account termination.
- You MUST honor the return policy listed on your deal page.
It’s important to note that a FINAL SALE policy does not apply to products that are broken or defective.
- You may NOT ask the customer to ship a product back at their own cost.
Per Goods Marketplace policy, it is your obligation to provide the customer with a return label.
- Partial Refunds are NOT covered under your Merchant Agreement.
You may not arrange for a partial refund with your customer.
- Merchants may NOT in any circumstance request customer personal information such as customer PayPal account or billing address.
If you choose to offer a return/refund on an order, financial reimbursement must be executed using CommerceInterface.
However, keep in mind that taking action on CI will not automatically close your ticket on Gateway. Likewise, providing a your customer a return label will not automatically refund your order.
How to Issue a Refund
1. Navigate to “Orders” tab in CommerceInterface.
Merchants can issue refunds to their customers in CommerceInterface. To begin this process, log onto CommerceInterface, then select the “Orders” tab on the left navigation bar.
2. Find the order you plan to refund.
From the Orders page, use the “Search” tool at the upper-right corner of the page to find the order you would like to issue a refund for. You can sort by Order Status, Permalink, Tracking Number, or Order ID and more in order to filter for relevant order(s).
Enter your desired information in the search fields, then click the blue Search button. Your Orders view will adjust to reflect your specified criteria.
Once you have located the order you want to refund, click the Gear Icon at the right end of the corresponding row. This will take you to the Order Details page for that order.
3. Cancel order and issue refund.
From the Order Details page, find the "Action" column in the section labeled "Line Items".
Expand the drop-down menu and select "Return Item." This will generate an additional prompt, asking you to confirm your decision. Select "Return Item LineItem." Finally, you will be asked to provide the reason that you are cancelling this order/issuing a refund. Select the appropriate reason from the options provided, then click "Apply."
The order will now be marked in the Goods Marketplace system to reflect this cancellation/refund.
If the customer has already been charged for the order, the refund will be issued to their account by the end of the day. If the merchant has already been paid for the order, the amount will be subtracted from their balance during the next payment period.