If for whatever reason you are required to refund one of your Glopal orders, Glopal makes it easy for you depending on the payment option and shipping option that you use.
What is the difference between cancelling and refunding orders
You can cancel or refund international orders that were placed via Glopal. Depending on the payment option and shipping option that you use, the process will differ.
Canceling an order means that you stop the processing and this order won’t be shipped.
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 if you use Glopal for processing payments in the Glopal checkout?
You can manage the order cancellation via your merchant account.
- From your merchant account, go to Orders.
- Click the order that you want to cancel.
- Specify the reason for the cancellation.
- Provide additional notes if needed.
- Tick the checkbox, specifying that the full amount will be refunded.
- 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: if you use the integration where Glopal sends the funds to you immediately post-transaction, you can trigger order cancelation from within your store’s backend (Shopify, Bigcommerce, Visualsoft). In this case, you will not have the possibility to trigger refunds from your Glopal Merchant Account.
How to refund the order if you use Glopal for processing payments in the Glopal checkout?
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 would need to contact our helpful support team asking for assistance.
Note: if you use the integration where Glopal sends the funds to you immediately post-transaction, you can trigger order the refund from within your store’s backend (Shopify, Bigcommerce, Visualsoft).
How to refund the order if you use PayPal for processing payments in the Glopal checkout?
You should complete the refund directly from your PayPal account. Triggering a refund from Shopify, BigCommerce or Visualsoft will not work.
Note: If the buyer chose Glopal's Parcel Forwarding as the delivery option and the parcel has not yet been shipped, please cancel the order in your Glopal Merchant Account so that we can refund the shipping cost.
In order to cancel/refund an order from PayPal.
Log into your PayPal Account.
Click Activity at the top of the page.
- Click All Transactions.
- Choose the payment you would like to refund, you can identify it by the PayPal transaction ID or by the buyer's email address, both found in the order details.
Please be aware, that in the latter scenario there might be more than one entry if this is not the only purchase made by the account in question.
Our Customer Care agents can provide you with or verify the buyer details in case you have doubts.
- Click Issue a refund.
- In the Total Refund Amount bar provide the amount you would like to refund.
- Click Issue Refund.