Overview
This article outlines the process for refunding or canceling orders in Neatoscan Books and addresses frequently asked questions. If you lack the necessary permissions to access refunds or cancellations, please contact your manager or team leader to request access or have them reach out to Neatoscan Support if needed.
How are Refunds and Cancellations handled in Neatoscan?
You can cancel or refund items with Neatoscan using two methods:
Cancel or refund through the marketplace: First, cancel or refund the order on the marketplace. Then, update the order status in Neatoscan to reflect the change.
Cancel or refund through Neatoscan: Cancel or refund the order directly in Neatoscan using the API.
Both methods are explained in detail below.
Supported Marketplaces for Refunds and or Cancellations
If the marketplace supports refunds or cancellations, a Cancel or Refund button will appear when viewing the order in Inventory Management. If the button is not available, the marketplace does not support these actions. The table below outlines what marketplaces allow refunds through Neatoscan. No Marketplaces currently offer the ability to do partial refunds through Neatoscan, but if this changes, the chart below will be updated to reflect it.
Marketplace | Refund Through Neatoscan? | Cancel Through Neatoscan? |
Amazon | Full Refund Only | Yes |
eBay | No | Yes |
Alibris | Full Refund Only | Yes |
Abe | No | No |
Valore | Full Refund Only | Yes |
Biblio | Full Refund Only | Yes |
eCampus | No | Yes |
Magento | Full Refund Only | No |
Shopify | No | No |
Chrislands | No | No |
Canceling or Refunding Orders from Within Neatoscan
If you need to process a refund or cancellation through Neatoscan on a marketplace that supports these actions (as listed above), you can use Neatoscan by following the steps below.
Refunding Orders through Neatoscan
Go to Inventory Management.
Navigate to the Sold, Being Picked, or Shipped folder.
Search for your order, then select it from the item list.
Navigate to the Order tab.
Click Refund.
In the pop-up window, select the Full Amount, as you cannot do partial refunds within Neatoscan at this time.
Enter a reason for the refund if necessary, and click Process Refund to complete this process.
Canceling Orders through Neatoscan
Go to Inventory Management.
Navigate to the Sold or Being Picked folder.
Search for your order, then select it from the item list.
Navigate to the Order tab.
Click Cancel.
Select a reason for the order cancellation using the dropdown.
Click Cancel Order to complete this process.
Marking Orders in your records as Cancelled or Refunded in Neatoscan
If a refund or cancellation has been processed on the marketplace, you can mark the order as such in Neatoscan for your own records. This is recommended as it will help you keep track of these refunds in your reporting to do this, follow the steps below.
Go to Inventory Management.
Navigate to the Sold, Being Picked, or Shipped folder.
Search for your order, then select it from the item list.
Navigate to the Order tab.
Click Mark As…
Choose Either Mark as Cancelled/Refunded to just mark it in your records, or Mark as Cancelled/Refunded with Notify to send the customer a notification message of the process in addition to adjusting your records.
Enter the amount you refunded and the reason for the refined if applicable.
Click Mark Inventory to complete this process.
If you have any questions send us an email to support@neatoscan.com. Our support hours are between 8am-6pm CST, Monday to Friday.