Seller Refund Requests
In a multivendor shop, a seller sometimes cannot fulfil an order (out of stock, unavailable) or needs to give a buyer money back after delivery. Sellers cannot refund on their own, because the buyer's money sits with your shop. Instead, the seller requests a cancel or refund, and you decide in the Dashboard. On approval, Etalasse runs the normal refund for that seller's items only.
Buyers never see the request. After an approval, they see the usual refund or canceled booking and get the usual refund notice.
What sellers do
In Seller Center, from a paid order, the seller chooses Request a cancel / refund and fills in:
- the type: Cancel (the seller cannot ship or serve it) or Refund (money back after delivery or after the session)
- the items: their own items in that order and the quantity. Bookings are requested one at a time
- the reason: Out of stock, Can't fulfil the order, Buyer asked, Damaged, Wrong item sent, Late, I'm unavailable, or Other (a note is required)
Sellers see an estimate of what goes back to the buyer before they send it. An item can only have one waiting request, and the seller can Withdraw request until you decide. Suspended sellers can still make requests, because the buyer still needs an answer.
| Item | Cancel allowed when | Refund allowed when |
|---|---|---|
| goods, digital, F&B, plans | any time | any time |
| rental | not handed over yet | returned (good or damaged) |
| booking | still booked | completed |
Reviewing requests
Open Seller refund requests (under Sellers). The menu is for owners and admins; cashiers and kitchen staff do not see it. New requests also arrive in the notification bell and as a push, and the Sellers page shows a reminder while some are waiting.
Filter by Pending (default), Approved, Rejected, Withdrawn by the seller, or All. A request shows the seller, the order (with an Open order button), the items, the reason, the requested amount, and If approved now: what approving right now would refund. If the amount changed since the request, for example after another refund, the amount at approval is the one used.
Approving
Choose Approve, then set:
- Refund method: Bank transfer (default), In cash, or Other
- Put items back in stock: on by default for a cancel, off for a refund after delivery. Not shown for bookings
- Refund amount (Rp): for goods and rentals you may enter another amount, up to what can still be refunded. Leave it empty to use the calculated amount
- a note (optional)
What happens:
- goods and rentals: a refund is recorded for those items only, like a refund in Sales, and the seller's earnings from them are taken back. A rental not handed over yet is canceled too
- a canceled booking: canceled as a provider cancel and counted in that seller's provider cancel count. The money goes back under the shop's cancel rules; when those rules would not refund automatically, the line is still refunded
- a completed booking: refunded for that line
If the refund cannot go through (for example, the order changed), you see why and the request stays Pending. You can reject it, or fix the order and try again.
Rejecting
Choose Reject and fill in Why it is rejected (required), for example "Already shipped, please handle the return with the customer". Your note is sent to the seller.
Sellers get your decision in their Seller Center inbox, on WhatsApp, and by e-mail.
Good to know
- rental deposits: a cancel before hand-over includes the deposit; a refund after the return does not, because the deposit was settled at the return. Late fees are never included
- bookings with a deposit: only what was actually paid can come back
- points the buyer used come back as points
- shipping is not refunded. With shipping per seller, the seller's shipping fee is taken back when all their items are canceled before shipping; record a separate shipping refund to the buyer when needed
- partial approval (fewer items than requested) is not possible yet; reject it and ask the seller to send a new request