Issue: Order details show an item(s) as "RETURNED by CS Employee"
This order has been flagged as potentially fraudulent. With CommentSold Payments, we proactively close orders that are most likely fraudulent. In these instances, we return the item to inventory, refund the order, and refund any commissions/fees you may have been charged.
Error: “No orders found for this barcode slip”
This is usually caused by using the bulk change status option after orders have already been moved to the processed or printed status.
For example, if you process all orders & print packing slips, then use the bulk dropdown to move an order back to paid and try to process again using the original packing slip.
If you use the bulk change status option to move orders backward in the fulfillment process, you will need to re-print the packing slip or manually fulfill the individual order using the Fulfillment icon on the right side of the order.
Issue: Unable to refund the correct amount or receiving an error when refunding
Is the order a split order? If so, you will want to issue the refund on the original order.
Is there an error indicating there is an issue retracting the loyalty rewards amount?
If so, this means the customer has already used the loyalty rewards on another order. You can adjust the loyalty retraction amount field to 0 and proceed with the refund.
Issue: Only showing the option to Refund As Account Credit
- First, check your settings. The Refund directly to the customer's card setting must be enabled under Setup>Payment Gateways for refunds to the card to show as an option in the Orders tab.
- Next, check the order. Order amounts paid in store credit can only be refunded as store credit.
- Finally, check the order Payment ID. Orders that show #admin or #cash as the payment ID can only be refunded as account credit because the original payment is marked as paid in person/cash.
Issue: No option to refund showing
This usually indicates the customer account was deleted. Please contact CommentSold Support for assistance.
Issue: Refund/Exchange button not clickable/greyed out
This indicates the order was synced to CommentSold from another platform (Shopify, TikTok). Since the payment was not processed in CS, the item will need to be refunded/exchanged in the platform where the order was created, and the refund/return details will sync back to CommentSold.
Issue: Wrong Shipping Fee Charged to Customer (too much, not enough, no shipping charged)
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First, check your settings. You can view the settings suggested below here.
- Variable rate shipping settings will result in customers being charged more than the base shipping rate on orders if the order contains more than one item.
- Custom shipping rate settings override all other shipping charges. If you have custom rates enabled, check if the items in the order have a custom rate set in the product details.
- Free shipping settings, if the order qualifies, will result in the customer not paying shipping. Check your Free Shipping Window, Free Shipping Minimum and Cart to Checkout Window settings. (If you recently changed any of these settings, don’t forget to check your Shop Log tab to compare the order date to changes made to your settings.)
- Free Shipping for Preauthorized Waitlist Items setting will automatically give customers free shipping on all orders containing preauthorized items.
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Next, check the order.
- Check the Delivery type in the right side of the order details. Orders marked as Local Pickup will not be charged shipping fees.
- Check for coupons. If the customer successfully applied a coupon for free shipping they will not pay shipping on the order or applicable items. If the customer tried to use a free shipping coupon unsuccessfully, the items in the order did not qualify or were carted from an excluded sales channel.
- Check the items in the order. Dropship items may have different shipping fees. Orders that only contain digital products (gift cards) will not be charged shipping fees. And if you have free shipping enabled for preauthorized items, no shipping will be charged on orders that have a waitlist preauthorized badge.
- Check the shipping address in the order. If the customer was expecting free shipping based on your settings, they may not have been eligible based on the address the order is being shipped to.
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Finally, check the customer account.
- Customer-level free shipping settings will result in that customer getting free shipping on every order they place until this setting is disabled. You can check this by clicking on their name in the Customers tab and checking if the Customer Has Free Shipping setting says Yes or No in the top of their account.
Issue: No orders show when the Print Local Pickup/Print Shipping button is clicked
This usually means that your orders have not been Processed yet or there are no Processed orders that meet that criteria. For example, if there are no Local Pickup orders in the Processed tab, there will be no orders to show when the Print Local Pickup button is clicked.
Issue: Packing Slip missing info
Check your settings under Setup > Fulfillment > Packing Slips to confirm the information you would like to show is toggled on.