eBay Refund Flows

The purpose of this document is to give good understanding of what the specifics are around eBay PayPal accounts and accounts opted in Manage Payments. Due to the recent changes on eBay there are different request we are using which require different flows in Hemi.

Since eBay migrated to Manage Payments the correct setup in Hemi should be set.

Another check is included in ‘Orders eBay’ table showing us whether the order is done using ‘Managed Payments’ or not.

If ticked, the refunds will get processed through the Managed Payments functionality. If 'Managed Payments Order = No, the refund will be processed through PayPal which we do not want to happen.

eBay Manage Payments flow

For Manage Payments flow we are able to do partial refunds, full refunds, handle cancellation requests and handle return requests (Return Request are available 02.03.21)

Also we have incorporated additional flag on each order to indicate if the order is on manage payments or not under orders ebay tab.

Based on this flag the integration will decide with refund call to use the PayPal refunds or Manage Payments refunds.

It is strongly recommended to create the refund rows using the new UI functionality for refunds:

The correct reasons for Manage Payments are: BUYER_CANCEL SELLER_CANCEL ITEM_NOT_RECEIVED BUYER_RETURN ITEM_NOT_AS_DESCRIBED OTHER_ADJUSTMENT SHIPPING_DISCOUNT

We are not able to refund over the total amount of the order.

Cancellations request are stored in Hemi as claims. In every order there is a slave table called Order Claims. There we will store every cancellation request from eBay and we will be able to Accept or Reject it.

Basically you have to select Action (Accept/Reject) and set the status on pending. Please note there is an option on the account to set default action for all claims either Accept all of them automatically or reject all of them automatically.

If a cancellation request is accepted successfully eBay will automatically refund the buyer and we will automatically store the refund row in Hemi and update all relevant order fields and statuses. So after acceptance they only thing which is required is to populate the internal reasons if necessary.

Return Requests are stored in Hemi as claims. In every order there is a slave table called Order Claims. There we will store every return request from eBay and we will be able to Accept, Reject and Refund.

The tricky part here is after accept of the return request we will have to wait for the parcel to arrive in our/client warehouse before issuing a refund. Thus we will have to make a relation between the return request and the refund row.

There will be introduced a new refund type called return and once selected you will be able to select from the dropdown which return request you would like to refund if there are more than one. (Please note this new refund type will be available after 16.02.21). Then you will have the capability to add what amount you will be refunding as there are no validations apart from we are not able to refund more than the order total amount.