Handling Refunds and Cancellations
Written by Libby Serra
Updated over a week ago

Brands using Shopify

For brands using Shopify, refunds and cancellations are handled automatically. Orders that have been fully refunded or cancelled are excluded from reports and dashboards (e.g. Sales Attribution Report, Referred Orders Report, etc.).

For orders in which a referral reward was created but for which the payment has not been sent, the referral reward will be deleted (fully refunded and cancelled orders) or updated to reflect the new amount (partially refunded orders).

If a referral reward has already been included in a payment when the refund or cancellation occurs, a negative referral reward will be created in pending status. You can then choose to approve or reject the negative referral reward. If it is approved, it will add a negative amount to the payee's balance in Roster. The payee will be ineligible to receive payments until they have a positive balance. Roster will never withdraw money from an advocate's PayPal account.

Brands using other eCommerce Platforms

For brands using eCommerce platforms other Shopify, if an order that generated a referral reward gets fully refunded or canceled, you will want to reject the referral reward. If the reward has been approved, but not yet paid, you can undo the approval and then reject it.

If the reward has already been paid, you can create a manual referral reward and set the reward to a negative number.

Once approved, this negative referral reward will act as a negative balance for the advocate which must be paid down by positive referral rewards before the advocate is able to receive another payment. Rows with a negative balance cannot be selected for inclusion in a payment batch.

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