Refunds and returns are handled from the order detail page in Monetization -> Orders. Available actions can vary based on payment status, fulfillment status, product source, and return/refund status.
Refund and return overview
Common refund and return paths include:
| Scenario | How to handle it |
|---|---|
| Refund only, customer does not return the product | Click Refund in order details, choose product quantity, refund amount, and reason, then submit |
| Customer needs to return the product | Use Return or process the customer return request when available, then handle refund based on status |
| Customer has submitted a return request | Use Review request to approve or reject; if approved, configure return label, logistics information, or fees when required |
If a Dropshipping product is involved and the refund has already been issued to the customer, you may still need a supplier-cost or return-cost review to confirm whether supplier cost can be returned or adjusted.
Direct refund
Use direct refund when the customer should receive money back without creating a return process.
Typical steps:
- Open Monetization -> Orders
- Open the order detail page
- Click Refund when available
- Select product quantity and refund amount
- Enter a reason or note if required
- Submit
Refund actions affect balances and settlement records. Do not promise a fixed refund time or range before checking the current order and platform rules.
Customer return requests
If the customer needs to send the product back, the return flow may require review and return logistics information.
When approving a return, the page may ask for:
| Field | Meaning |
|---|---|
| Return reason | Why the customer is returning the product |
| Return fee | Return shipping fee or related deduction when applicable |
| Restocking fee | Restocking fee deducted from refund when applicable |
| Tracking number | Tracking number for the returned product |
| Shipping carrier | Carrier used for the return |
| Return label | Uploaded or generated return label when supported |
Fees cannot exceed the refundable amount. Follow the order page validation.
Reject a return
If the request does not meet the return/refund rules, choose reject in the return/refund card when available. Before rejecting, make sure the reason is clear and keep records of communication with the customer.
Review supplier cost
For Dropshipping return/refund cases, the order detail page may show supplier-cost review actions. These reviews are used to confirm whether the supplier side should bear product cost, return cost, or related adjustments.
Common actions include:
- Request return - open the supplier review request dialog, add notes, and submit
- Review result - view review progress and result
- Cancel request - cancel a submitted review request if the current status allows it
The review result may show requested amount, refunded amount, review status, and timeline. If approved, supplier-side cost adjustments may be reflected in your fund account. If rejected, the page shows the corresponding status or reason.
Customer refund and supplier-cost review are different actions. A customer refund affects the customer and your fund account. Supplier review confirms whether supplier-side cost can be returned or adjusted.
FAQ
A customer says the product has a quality issue. What should I do?
Ask the customer for photos, video, or a clear issue description. If you decide not to require the customer to return the product, use Refund when available. If the product should be returned, process a return request and add logistics information as required.
Can I issue a partial refund?
If the page allows it, you can enter a refund amount lower than the full order amount. The available amount depends on order status, previous refunds, and platform validation.
Will refunds affect my payout balance?
Yes. Refunds may reduce available balance, affect settlement net amount, or use reserved funds. Check Payouts and Settlement history for balance changes.
Can I create a merchant-initiated return?
Use return-related actions only when the order detail page provides them. If the page only provides Refund or review actions, handle the case through the available return/refund flow.