Non-purchases and refunds
The buyer has the right to cancel the order until the order is received. He can cancel it in the office at the Market, come to the pick-up point and not pick up the goods, refuse to receive them when the courier arrives, or simply not come to the pick-up point. Such orders become non-bribes They are sent to the seller, and when placed using the FBY model, they are sent to the nearest Market warehouse in the region of sale, and then returned to the showcase.
The buyer can also cancel the entire purchase or part of it after delivery and receipt of the order — then registration is required. Refund policy.
How to deal with non-purchases and refunds
How refund statuses change
For models FBS and Express and DBS.
-
Check if there are any new non-purchases and refunds., — GET campaigns/{campaignId}/returns.
To get refunds that require a solution, pass the parameter
statuses
with the valuePREMODERATION_DECISION_WAITING
for FBS and Express orders andWAITING_FOR_DECISION
for DBS orders.Use API notifications instead of this step.
Yandex.Market will send you a request. POST notification when there is a new non-purchase or refund.
Send the received message
returnId
in the method GET campaigns/{campaignId}/orders/{orderId}/returns/{returnId} to get information about non-purchase or refund.There may be several refunds per order. This happens when the customer returns the items one at a time.
Partial non-purchase
When the buyer refuses a part of the goods, the order status is returned.
DELIVERED
.To find out which items the buyer picked up, compare list of products in the order and list of non-purchased products.
Quick Return
If you have enabled the option A quick refund for a cheap marriage, parameter
fastReturn
will return with the valuetrue
.Read more about the option in Yandex.Market Help for sellers.
-
If necessary, get information about orders — request GET campaigns/{campaignId}/orders.
For products that you excluded from the order yourself, the parameter
count
will return with the value0
. -
If necessary, request a return request and photos of the items in the refund using the following methods:
-
For FBS and Express stores: You can discuss the refund details with the buyer. To do this, create a chat — POST businesses/{businessId}/chats/new. For more information on how to work with chats, see Instructions.
-
Submit the refund decision and confirm it within 48 hours after creating the application. — POST campaigns/{campaignId}/orders/{orderId}/returns/{returnId}/decision/submit.
For DBS stores: use this method instead of the outdated one. POST campaigns/{campaignId}/orders/{orderId}/returns/{returnId}/decision.
For FBS and Express stores: if the buyer does not agree with the decision, he can open a dispute. After that:
- The refund status will change to
PREMODERATION_DISPUTE
. - If you use API notifications, you will receive notifications with the type
ORDER_RETURN_STATUS_UPDATED
andCHAT_ARBITRAGE_STARTED
. - A chat with the referee will appear. Getting available chats
- The refund status will change to
There were marked items in the non-purchase or return
Put such products into circulation. Read more about labeling on The Honest Sign website.
How to calculate the cost of such orders
In the request GET campaigns/{campaignId}/orders The cost of the goods in the order is refunded, but it does not include non-purchased and returned goods.
To calculate correctly, subtract from the cost of the order refund amount.
How to get a report on non-purchases and refunds
For information on how to receive reports, see step-by-step instructions.
Parameter items
in the request GET campaigns/{campaignId}/orders.
Parameter items
in the request GET campaigns/{campaignId}/returns.
Parameter buyerItemsTotalBeforeDiscount
in the request GET campaigns/{campaignId}/orders.
Parameter amount
in the request GET campaigns/{campaignId}/orders/{orderId}/returns/{returnId}.