Managing your orders

It's not difficult to manage an order on AllGoods, but there are a few things which are helpful to know.

 

Receiving an order

When you receive an order, you will be notified both through the on-site notifications, as well as by email. All orders that you receive are viewable on the Current Orders page in your Store Manager. Your Current Orders page displays all the necessary information for completing your order. To view the order in more detail, click on the "View Order Details" button.

After receiving an order, depending on your store type, you have a certain amount of processing time to ship the order. To ship an order, click the "I've shipped entire order" button. Alternatively, you can ship each purchase individually using the "I've shipped this item" button. 

Enter the tracking details and select the shipping provider. 

Once an order has been shipped, it will move from your current orders to your order history.

 

Cancelling a purchase

If you have made a mistake and sold an item you no longer have in stock, or for some other reason need to cancel a purchase, you can do this through the Current Orders page.

Please note that by cancelling a purchase, the buyer will be refunded in full. 

 

What if a buyer requests a cancellation?

If a buyer requests a purchase cancellation, there are a few options available for you to choose from. Respond to a cancellation request by clicking on the "Manage Cancellation" button.

| Decline request. This will reject the request for a cancellation and return the purchase to its previous state (awaiting shipment).

| Cancel purchase without refund. This will cancel the purchase and will give no refund to the buyer. This option should only be used if this has been specifically requested by the buyer. You will no longer be required to ship the purchase.

| Refund purchase. This gives you the option of refunding the purchase in part or in full. The purchase will be cancelled and you will no longer be required to ship it. The funds for refunding a purchase are taken from your AllGoods balance.

 

It is recommended to chat with the buyer before responding to a cancellation request.

 

Refunding a purchase

Once delivery has been confirmed by the buyer, store managers have the ability to, if need be, refund a purchase partially or in full. This is done from the Order History page in your Store Manager.

If a buyer requests a purchase refund, there are two options available for you to choose from. Manage a refund request using the "Manage refund" button. 

| Decline refund. This will decline the buyer's request for a refund.

| Refund purchase. This gives you the option of refunding the purchase in part or in full. The funds for refunding a purchase are taken from your AllGoods balance.

It is recommended to chat with the buyer before responding to a cancellation request.

Note that, in some circumstances, you may be required to offer a refund in full. Find out more about these situations in our refund/replacement policy.

 

Viewing previous orders

To view previous orders, head to your Order History page. From here, you can view the status of an order and manage any refund requests.

 

 

Categorized under Help Desk, Selling & Fees