Cancel order and money back

It may happen that for some reason you cannot fulfill an order that they have placed in your online store.

The possibility of canceling or returning it will depend on the payment method used and the status of the payment.

For purchases made through the platform's POS, you will be given the possibility to mark the purchase as "refunded". However, you will have to be in charge of contacting the buyer, finding the best form of refund with him and marking the purchase as "refunded" (from "my orders", accessible from your control panel).

For cases in which the payment method has been through your own POS, PayPal, bank transfer or hand payment (the types of payment methods vary depending on the platform you are on), you will have the possibility to mark the purchase as "canceled" or as "refunded". In both cases you will have the possibility to write the reasons for that cancellation / refund, which will be sent to the buyer as the reason for the return / cancellation.

If you consider it appropriate to cancel the order (for purchases made by bank transfer or "payment by hand"), you must follow the following steps:

In "my orders" (accessible from your control panel), you must mark the order as canceled.

You can indicate the reason for the cancellation in "Observations".

The buyer will receive an email confirming that their order has been canceled and the reason, if you have indicated it.

If what you want is to refund the money to the buyer, you must follow the same steps, with the difference that you will have to click on "refund".

In addition, as we said before, you must negotiate with the buyer the best way to return the money, that is, all this being alien to our platform.

IMPORTANT: In any case, you will have to contact the buyer (you will have the buyer's contact details accessible in the order details) and negotiate with him how to refund the amount.

NOTE: In the case of using the POS provided by the platform and you have placed the order through this payment method, the steps to follow will be the same, with the difference that you will receive the money on the 10th of the month following.

In your list of orders, you will always have access to the details about the orders that you have canceled or refunded by clicking on "see details" about a canceled order.