Orders

Refunds, Returns & Exchanges

Learn how to manage customer refunds, returns and exchanges from an order in your PlanetShopping Merchant Panel.

Purpose

Customer returns are a normal part of running an online store. PlanetShopping lets you manage refunds from the order itself, helping you keep the transaction and order record together.

You decide your store’s refund and exchange policy, including which products are eligible and the conditions customers must meet. Make sure your policy is clearly communicated to customers and complies with the laws that apply to your business.

Issue a refund

From your Merchant Panel, go to Orders.
Open the order you want to refund.
Select Refund.
Review the products and refund details shown for the order.
Select the products and quantities you want to refund.
Select a reason for the refund. A refund reason is required; the refund cannot be processed until a reason is selected.
Review the refund amount before completing the refund.
Confirm the refund when you are satisfied the details are correct.

Always review the order carefully before confirming a refund. Once a refund has been processed, the transaction may not be reversible.

Full and partial refunds

You can use the refund workflow to refund an entire eligible order or only selected products and quantities.

For a full refund, select all eligible items and quantities included in the order.

For a partial refund, select only the items and quantities that should be refunded. Review the calculated refund amount before confirming the transaction.

The order remains part of your order history so you can refer back to the original purchase and the refund activity.

Refunding returned products

A return and a refund are related, but they are not always the same step. Before issuing a refund for a physical return, confirm that the return meets your store’s policy and that you are ready to return the appropriate amount to the customer.

PlanetShopping does not currently charge or provide a separate restocking-fee feature. If your business has conditions relating to returned merchandise, those conditions should be explained in your store’s own refund and return policy and handled in accordance with applicable law.

Exchanges

Use Exchange when a customer is replacing a purchased product with another product rather than simply receiving a refund.

Open the customer’s order from Orders and select the Exchange option. Review the original items and the replacement before completing the exchange so the order record accurately reflects the change.

Your store determines which products are eligible for exchange and the conditions that apply. Clearly communicate those conditions to customers in your refund and exchange policy.

Refund and exchange policies

PlanetShopping provides the tools for managing refunds, returns and exchanges, but your business sets its customer-facing policy.

A clear policy should explain:

how customers request a return, refund or exchange
how long customers have to make a request
which products can or cannot be returned or exchanged
the condition returned products must be in
who is responsible for return shipping
when a refund or exchange will be processed
how customers can contact you with questions

Do not copy another store’s policy without reviewing it for your own products, business model and legal requirements.

Before completing a refund or exchange

Check the original order and customer details, confirm which products and quantities are involved, and verify Why can’t I complete the refund? Make sure you have selected a reason for the refund. PlanetShopping requires a refund reason before the refund can be processed.

that the request meets your store policy. When processing a refund, you must also select a reason for the refund before it can be completed. Review the final refund or exchange information carefully before confirming it.

Frequently Asked Questions

Can I issue a partial refund?

Yes. Use the refund workflow from the order and select the products and quantities that should be refunded rather than refunding the entire order.

Can I refund the entire order?

Yes. Select all eligible products and quantities in the refund workflow and review the total before confirming the refund.

Where do I start a refund?

Go to Merchant Panel → Orders, open the relevant order and select Refund.

Can I exchange a product instead of refunding it?

Yes. Open the order and use Exchange when the customer is replacing a purchased item with another product.

Does PlanetShopping charge a restocking fee?

No. PlanetShopping does not currently have a separate restocking-fee feature.

Does PlanetShopping decide my refund or exchange policy?

No. You set the policy for your store. Your policy should be appropriate for your products and comply with the laws that apply to your business and customers.

Should I refund a customer before receiving a returned product?

Follow the refund and return policy you have established for your store. Before processing the refund, confirm that the request meets your policy and that you are ready to return the funds to the customer.

Can a refund take time to appear for the customer?

The refund is processed through the payment system, but the time it takes to appear for the customer can also depend on their bank or payment provider.

Next Step

Review your store’s refund, return and exchange policy so customers know what to expect before they place an order.