Handle returns and refunds

When a customer requests a return for a Dropshipping product, you can review and approve the request. After confirming receipt of the returned product, refund the customer’s payment.

If the order involves a Genstore Dropshipping product, you must also submit a return & refund request to Genstore after refunding your customer. Once the product is received and verified, Genstore refunds the corresponding supplier cost to your account.

TIP

• When initiating a refund for a Dropshipping product, the system checks whether your account balance is sufficient to cover the refund. If the balance is insufficient, please top up before completing the refund.
• Each product / quantity can only be returned once, regardless of whether the refund is full or partial.
• For detailed return and refund policies, please refer to Genstore Dropshipping after-sales policy.

Return process

When you create a return in the Genstore admin, the system automatically calculates return-related costs based on your configured rules. You can deduct logistics and handling fees directly within the refund flow.

Steps:

1. Go to Orders in your Genstore admin.
2. Click the order ID to open Order details.
3. Click Return at the top right.
4. Enter the quantity to return and select a Return reason.
5. Click the edit icon in the Restocking fee section to enter the amount to be deducted, then click Confirm.
6. Click the edit icon in the Return shipping fee section to enter the amount to be deducted, then click Confirm.
7. Fill in the return shipping details and carrier, or select No shipping required.
8. Click Create return.
9. In the order return details page, click Refund.
10. To adjust the shipping fee, edit the amount in the Refund owed field.
11. Click Refund to complete the refund process.

Refund process

You can issue refunds for Dropshipping products directly from the order. During refund, you may adjust the amount manually, including shipping, taxes, or other fees.

Steps:

1. Go to Orders in your Genstore admin.
2. Select the target order and open Order details.
3. Click Refund.
4. Enter the refund quantity.
5. Adjust the refund amount if shipping should be included.
6. Provide a refund reason (displayed to the customer).
7. Click Refund to finalize.

After refunding your customer, submit a return & refund request to Genstore for any Dropshipping products in the order.

Submit a return & refund request to Genstore

For orders fulfilled by Genstore dropshipping suppliers, merchants must submit a request to return the product to the platform.

1. Go to Orders in your Genstore admin.
2. Open the relevant order.
3. In the order details page, click Request Genstore return, confirm the product, and add remarks.
4. Submit and wait for Genstore’s review.
5. Click View the request result to track review progress.

Important notes

• Once Genstore verifies the returned product, the refund amount is credited to your account.
• If your balance is insufficient, please recharge before resubmitting the refund.
• Shipping costs may differ from supplier rates; reserve margin in your pricing to prevent losses.

Refund handling

When a refund is processed, the amount is immediately deducted from your account balance. Please ensure sufficient funds before proceeding.

• Processing fees are non-refundable: Only supplier costs adjusted by Genstore are refundable.
• Insufficient balance leads to refund failure: Funds are drawn from unsettled and available balances simultaneously. If the balance is insufficient, please top up first.
• Recharge by order: You can top up your account using the order ID to cover the required refund amount.

Chargeback handling

A chargeback occurs when a cardholder disputes a transaction with their issuing bank. Genstore automatically deducts the disputed amount and related fees from your account balance.

• Processing fees are not refunded: Each chargeback incurs an additional chargeback handling fee.
• Negative balance possible: If your balance can’t cover the deduction, a negative balance will be created and offset with future settlements.
• Recharge promptly: Ensure timely top-ups to keep your payouts and settlements running smoothly.