How to refund a buyer via Glopal?

You can cancel or refund orders that were placed via Glopal's international checkout.

Cancelling an order means that you stop the processing and this order won’t be shipped. It is only possible to cancel the whole order. It is not possible to do partial cancellation. 

When you refund an order, it means it was shipped but for whatever reason, you send payment back to the customer. You can refund an entire order or only part of an order.

How to cancel the order?

How to refund the order?

How to cancel the order?

You can manage the order cancellation via your Merchant Account.

Steps: 

1. From your merchant account, go to Orders.
2. Click the order that you want to cancel.
3. Click on "Cancel order" button. 
4. Specify the reason for the cancellation.
5. Provide additional notes if needed. 
6. Tick the checkbox, specifying that the full amount will be refunded.
7. Press Cancel order button. 

When you are cancelling the order, the full amount is refunded to the buyer and then the amount is deducted from your next payout.

Note: Cancelling the order in the Glopal Merchant Account doesn't trigger the order status change in your eCommerce platform. You will need to follow your usual cancellation process in your ecommerce platform if you wish the order status to be changed to cancelled.

How to refund the order?

If the order has already been shipped and you would like to compensate your buyer for whatever reason (the product has been lost or damaged or doesn't meet your buyer's expectations), you can manage the refund via your Merchant Account.

Steps: 

1. From your merchant account, go to Orders.
2. Click the order that you want to cancel.
3. Click on "Issue refund" button. 
4. Specify the reason for the refund.
5. Specify the amount you would like to refund. 
6. Click on "Estimate refund" button.
7. Press "Process refund" button to initiate a refund.

In the Refund Summary section, you will see details about the refund liability split.

Note: Refunding an order in Merchant Account doesn't trigger the order status change in your eCommerce platform. You will need to follow your usual refund process in your eCommerce platform if you wish the order status to change to refunded.