Mirakl-based marketplaces: why is my refund not exported?

About this article

This article explains two scenarios in which your refund is not exported to a Mirakl-based marketplace. 

Table of contents

Introduction

Error: no sufficient payable balance for the refund

Error: this order cannot be refunded 

Introduction

Marketplaces that run on the Mirakl platform place limitations on when an item can be refunded, returned, shipped, and canceled. 

When you export a refund to a Mirakl-based marketplace (or check whether an order is eligible for a refund), you receive an error from the marketplace. These errors appear as a notification on ChannelEngine that contains the specific error message. To enable notifications, check out ChannelEngine: how to configure notifications. 

Error: no sufficient payable balance for the refund

One possible error for the refund export to fail is: "The shop does not have a sufficient payable balance for the refund."

Mirakl describes the reason for this error as follows:

To refund orders, sellers must have sufficient funds. The applicable balance depends on the status of the order to be refunded.

Depending on a given order's status, the refund applies to one of the following balance types:

• Balance pending - if an order is in either the In progress or Shipped status, the transaction line is Pending on Mirakl. The balance impacted by the refund is the pending balance (Balance Pending). 
• Balance payable - if an order is in the Received status on Mirakl, the transaction line is Payable. The balance impacted by the refund is the payable balance. 

This error means Mirakl determined that you do not have sufficient available balance in the applicable balance type — pending or payable — to process the refund. Which balance is checked depends on the order and transaction status.

• If the seller’s balance is insufficient, ChannelEngine cannot force the refund through. The marketplace may need to validate the refund manually or contact its payment service provider to determine whether a negative balance can be allowed.

Error: this order cannot be refunded

Another possible error is "This order cannot be refunded."

Mirakl describes the reason for this error to appear as:

To refund an order or order line, it must be eligible for a refund. If this error is returned, this means the order or orderline is currently not eligible.

ChannelEngine does not have direct insight into the reason why this error appears. 

• Possible causes include the order or order line already being refunded, the order being in a status that does not allow refunds, marketplace-specific refund restrictions, or Mirakl-side payment/transaction constraints.

If the order is marked as Received and the "This order cannot be refunded" error is returned, contact the marketplace's support team to determine why the refund was not accepted.