CrowPrime Docs

Operations

Refunds

Refunds are issued from the order they belong to, executed through the marketplace API, and mirrored into a credit note so your books, stock and reports stay aligned.

On this page

Refund types

Full refund

Use when
The whole order is returned or cancelled after payment
Amount
All items + shipping + tax

Partial — by line

Use when
Some items come back
Amount
Selected lines and quantities, tax recalculated

Partial — goodwill amount

Use when
Compensation without a return
Amount
A free amount up to the remaining refundable total

Shipping only

Use when
Late or failed delivery
Amount
Shipping line only

Issuing a refund

  1. 1

    Open the order

    Orders → the order → Start return. Refunds run through Returns, so Owner, Admin, Supervisor, Manager and Support can refund; Finance sees the resulting credit notes.

  2. 2

    Choose scope

    Pick full, select lines and quantities for a line refund, or enter a goodwill amount. Include or exclude shipping explicitly.

  3. 3

    Decide on restocking

    Tick restock to return units to on-hand stock. Leave it off for damaged or discarded goods.

  4. 4

    Add a reason and confirm

    The reason is stored on the credit note and passed to the channel where required. The refund is submitted to the marketplace and tracked until confirmed.

Important

Submitted refunds cannot be recalled from CrowPrime. Verify the amount before confirming.

What a refund changes

  • Order status becomes refunded or partially_refunded, with the refund on the order timeline.
  • A credit note is generated referencing the original invoice number, with tax split per rate.
  • Stock increases only if restock was selected, immediately triggering a cross-channel sync push.
  • Dashboard net revenue and the VAT report reflect the refund on its own date, not the order date.
  • The remaining refundable amount on the order is reduced, so repeated partial refunds can never exceed the order total.
json
{
  "refund_id": "rfn_5MTQ2",
  "order_id": "ord_8QF2K",
  "type": "partial",
  "lines": [{ "sku": "MUG-BLU-350", "qty": 1, "amount": 14.90, "vat_rate": 19 }],
  "shipping_refunded": 0,
  "restock": true,
  "credit_note": "CN-2026-000037",
  "status": "confirmed"
}

Channel-specific rules

eBay

Notes
Full and partial refunds supported; refunds after the channel's window must be handled as a case in the eBay portal

Amazon

Notes
Refunds go through the order; some categories restrict shipping refunds, and fee reimbursements are reported separately

Etsy

Notes
Partial refunds are supported per payment; where the API refuses, CrowPrime records the credit note and marks it as manually settled

Failed refunds

  • Rejections keep the order unchanged and show the channel error on the refund attempt.
  • Common causes are an expired refund window, insufficient marketplace balance and an already-refunded amount.
  • After settling manually in the seller portal, record the refund in CrowPrime as externally settled so the credit note and reports match reality.
  • When goods come back physically, track them under Returns — refunds here only move money.