How to refund a Mirakl marketplace order from a Zendesk ticket

By Jake Marsh · Updated

To refund a Mirakl marketplace order from Zendesk, install Wharfwell for Mirakl marketplaces, open the ticket about the order and click Refund in the sidebar. Pick the lines and the quantity of each, choose whether to include their shipping, select a reason from the marketplace's list, then confirm. The marketplace records the refund, and Wharfwell adds an internal note and the wharfwell_refund tag to the ticket.

Refund or cancel?

The line isUseWhat the marketplace does
Shipped, ready for collection, received, closed or with an incident open, and has money leftRefundRefunds a quantity of each line, with or without its shipping, with a refund reason
Not shipped yet (To ship)Cancel linesCancels a quantity of each line, with a cancellation reason
Not shipped, and the marketplace allows canceling the whole orderCancel orderCancels every line

Wharfwell only offers the button the line's state allows.

Steps to refund

  1. Open the ticket. Wharfwell finds the order id (like 2210345678-A) in the subject, the conversation or your order id ticket field, and shows the order. If it doesn't, type the order id or the customer's reference in the lookup box.
  2. Click Refund. The Refund lines panel lists each refundable line with "Up to" the quantity left.
  3. Set the quantity for each line you're refunding.
  4. Tick "Include the shipping charged for these items" if the shipping goes back too.
  5. Choose a Reason. The list comes from the marketplace, so only reasons it accepts appear.
  6. Add a Note for the ticket if you like.
  7. Confirm. The button shows the total, such as "Refund" followed by the amount. It stays off while anything is wrong, and a red box says what.

A refund never goes past what's left on a line. When the marketplace asks shops to state the tax, Wharfwell adds the tax part in proportion to the amount.

After you confirm

WhereWhat changes
The marketplaceA refund on each line. Some marketplaces review refunds before paying them out
The Zendesk ticketOne internal note with the marketplace, order, lines, amounts, reason, agent and your note, plus wharfwell_refund

If the marketplace's answer is lost, Wharfwell reads the order again before reporting, and never sends the refund a second time on its own. Canceling lines tags the ticket wharfwell_cancel.

Control who can refund

SettingWhat it does
Who may take actionsadmin (default), agent (everyone), custom role ids or group:<id>, comma separated
Allow refunds / Allow cancellationsTurn refunds or cancellations on or off
Largest refund without an adminAn amount in the order's currency; above it only an admin can refund. 0 means no limit

When it's refused

  • "refused this with the shop API key": the key's back office user lacks the right, or the marketplace doesn't let shops do it.
  • The Refund button is missing: no line is in a refundable state with money left, refunds are switched off, or your role isn't in Who may take actions. New tickets are read-only until saved.

What it costs

Wharfwell is $5 per agent per month, with every feature and up to five marketplaces, billed monthly by Zendesk with a 14-day trial. Every action is described in the Wharfwell documentation.

Wharfwell for Mirakl marketplaces

Mirakl marketplace orders on the ticket: refunds, cancels, tracking and replies, all logged. $5 a month per agent.

Install Wharfwell for Mirakl marketplacesAbout Wharfwell for Mirakl marketplacesDocumentation

Questions

Who can turn refunds off?

An admin, with Allow refunds in the app settings. Cancellations have their own switch, Allow cancellations.

Can I refund part of a line?

Yes. Set a quantity lower than the line's quantity, and only those items are refunded.

Is the refund paid out right away?

That depends on the marketplace. Some review shop refunds before paying them out, and the marketplace pays after its review. Wharfwell sends the refund and logs it on the ticket either way.

Does Wharfwell email the customer?

No. Wharfwell writes only to the marketplace and to the ticket. To tell the customer, reply on the ticket or in the order's thread.

More Wharfwell for Mirakl marketplaces guides

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