Consumer Refunds Involving a Retailer

In this section we discuss consumer refunds when involving a stocking retailer where the dealer is the seller of record.

How to issue a refund:

1) Login to ShipEarly

2) Click on the Orders tab

3) Locate the order requiring a refund and open it

4) Click the red Refund Customer button

5) Select the product and quantities you wish to refund. This will also automatically tabulate the tax amounts to be returned on the order. Shipping must be refunded separately and if you would like to charge a restocking fee this can also be done at this stage. The total amount being refunded back to the consumer will be displayed in the 'Customer Refund' field.

6) Click Process to perform the refund

Note: When you the brand refunds an order on behalf of a retailer they will be notified via eMail of the refund as will the consumer.

Refunds Before Pricing is Confirmed

Orders in Need to Confirm or Dealer Order Status before pricing is confirmed the credit card is only authorized, upon refund the authorization will be released and not subject to credit card or payment processing fees. On partial refunds the card is not charged for the refunded portion and no payment gateway fees are paid.

Refunds After Pricing is Confirmed But Not Shipped

Orders in Processing Status after pricing is confirmed but not yet shipped, the customers credit card is charged with payments split, the wholesale order is entered into the system. If a refund occurs the following happens:

• End Consumer is refunded the products/amount you set in the system back onto the credit card they purchased with
• The refund is taken either from funds from their Stripe balance if not already deposited or if already in the retailers bank account the funds will be debited.
• On an as needed basis we can refund all or partial amounts of the wholesale shipping amount back to the retailer upon notification from your company to adjust the Dealer Payment Report.

Note: ShipEarly fees are proportionately refunded with the order. Stripe does not return credit card processing fees on credit card charges for accounts created after July 2017. Refunds can be viewed on both the brand and retailer ShipEarly platform.

Refunds After Pricing is Confirmed and Shipped

Orders in Not Picked Up or Delivered status after pricing is confirmed, card charged, payments split, and the wholesale order has been shipped to the retailer, if a refund occurs the following happens:

• End Consumer is refunded the products/amount you set in the system back onto the credit card they purchased with
• The refund is taken either from funds from their Stripe balance if not already deposited or if already in the retailers bank account the funds will be debited.
• On an as needed basis we can refund the wholesale amount back to the retailer upon notification from your company to adjust the Dealer Payment Report.

Note: ShipEarly fees are proportionately refunded with the order. Stripe does not return credit card processing fees on accounts created after July 2017. Orders involving stocking dealers that have shipped and are now being refunded will take the balance from the retailers bank account to guarantee your wholesale invoice is to be paid. This allows you to withhold funds to assess the return order condition. In these cases standard company return procedures on special orders occur such as account credits, etc. take place. Refunds can be viewed on both the brand and retailer ShipEarly platform.

Refunds on Order Timeline

Every time you or a dealer issues a refund it will appear at the bottom of the order timeline indicating how much was refunded, when, which items, and the reason for the return. See example below: