Initiating a return or refund - for E-Commerce orders

"E-Commerce" refers to any order where AbeBooks processes the book buyer's credit card.  You may need to initiate a return for an e-commerce order if a buyer has contacted you for assistance.  This process is also used to refund orders that were accepted in error.  It is important that you use the correct return reason when initiating returns.  

To request a return or refund:

1. Click [sign on] and enter your E-mail Address and Password.
2. Click [Process your Orders] from the Quick Links menu to access the "Order List" screen.
3. Enter the AbeBooks purchase order number.  
4. Click the [List Orders] button.
5. On the "Order List" screen, click [Request a Refund] for the book that requires a refund.
6. Select the Reason for Return from the menu provided. You may also add comments for the return.
7. Click [Initiate Return/Refund].
8. Using the option buttons, select whether you want to have the refund processed immediately, or to wait until you receive the book back from the buyer. (This is a mandatory field except in the case of refunds for "Item Did Not Arrive" where this will not be presented as an option.)
9. Select whether return shipping will be refunded or not. (This is a mandatory field unless the refund reason is "Item Did Not Arrive".)
10. Click [Confirm] to confirm the return or [Edit Return/Refund] to make changes to the return.

Note:

• Extra charges or changes to the shipping amount are included within the shipping costs and will be returned to the buyer.  There is no separate category for shipping adjustments.  
• Books are deleted from the AbeBooks inventory after purchase, but are not re-listed when a return is requested. Please, remember to re-list your returned books through your inventory management software after you have received the book(s) back.