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Help Centre - Selling - Back Issues - Cancellations / Refunds

Help Centre Home > Selling - Back Issues > Cancelling & Refunding Orders

Selling Back Issues Guide - Table of Contents

  • Introduction to Selling (Quick Start Guide)
  • Accessing Account (inc. password recovery)
  • Listing items for sale
  • Advice on Pricing
  • Packaging Contribution & Selling Fees
  • The Order Process (as viewed by Sellers)
  • Processing Orders
  • Cancelling / Refunding Orders
  • Packaging Advice
  • Despatching Orders
  • Your Shopfront
  • Account Profile / Suspending / Closing
  • Extra ways to promote your items (coming soon)
  • (Click links above to jump to that page)

    Cancelling Orders

    Sellers should of course make every effort to always keep their back issue listings up-to-date, especially if they also offer the same items for sale elsewhere; sometimes though it may be necessary to fully or partially cancel an order, and refund the customer accordingly.

    In the Seller account area the "Process Order" tab for each order provides three ways of completing an order, the normal one of course being the yellow "Confirm Full Despatch" button.

    Order Partial Despatch

    If only some items in an order can be supplied those items should be despatched to the customer in the normal way, followed by the completion of the orange 'Confirm Partial Despatch' form. Note the following if using this form:

  • The orange form should be used INSTEAD of the yellow button - not in addition to it.

  • The order status will initially remain as "Payment received" until the customer refund has been processed, at which point the order status will change to "Complete"

  • Magazine Exchange will calculate and process the appropriate refund to the customer depending upon which items the Seller has indicated were missing, and note that this refund will also include the portion of the shipping cost applicable to those missing items

  • The value of the missing items and their shipping charges will be deducted from the Seller's payment for that order, but note that the original order details will continue to be displayed in both the customer and Seller account areas.

  • Finally, Sellers are strongly encouraged to message their customer at the earliest opportunity to let them know about any problems with their order.

  • Request Order Cancellation

    The red "Request Order Cancellation" form should be used if the Seller needs to cancel an order entirely, in which case the customer will of course receive a refund for the entire value of their order

    Note again that cancelled orders will remain displayed in bother the customer and Seller account areas, but with a status of "Complete". Customers are not able to leave feedback on Complete orders.


    Sellers should note the following regarding customer refunds:

  • Magazine Exchange will not charge selling fees for order items that have been cancelled and refunded but payment processing fees on the original customer payment will still apply because Paypal and the card processing companies do not refund these.

  • A £1.50 admin fee is charged my Magazine Exchange on customer refunds requested by Sellers to cover the time spent calculating and processing these refunds.

  • Sellers are again reminded to keep their listings up-to-date to avoid the need to request refunds in the first place - and, should a problem still occur, Sellers are reminded to contact your customer straight away, not least because the customer may be happy to have a missing item replaced with an alternative instead of receiving a refund.

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