There are two ways to issue refunds on CDON: through Reclaimit (for customer returns, claims and missing shipments) and directly in the CDON Merchant Center (for manual refund cases like unfetched parcels when a ticket is not visible in Reclaimit).
When to Use Each Refund Method
| Scenario | Refund Method |
|---|---|
| Customer returns a product (right of withdrawal) | Reclaimit |
| Customer files a claim / complaint | Reclaimit |
| Unfetched parcel — customer did not pick up | Merchant Center |
| Customer ticket not visible in Reclaimit | Merchant Center |
| Other manual refund cases when a ticket is not visible in Reclaimit | Merchant Center |
Refunds via Reclaimit
Reclaimit is the primary tool for handling customer returns and claims. The status you select in Reclaimit automatically triggers the appropriate refund action:
| Status Selected | Outcome |
|---|---|
| Errand Approved | Full refund issued to customer |
| Approved with Deduction | Partial refund issued |
| Errand Approved – New Product | No refund (replacement sent) |
| Errand Rejected | No refund issued |
Important: Make sure your team is familiar with Reclaimit statuses. Selecting the wrong status will trigger the wrong refund outcome and cannot be undone.
Refunds in Merchant Center
For cases not handled through Reclaimit, you can issue refunds directly from the order page in CDON Merchant Center.
Step-by-step: Issuing a Refund
Go to the Orders tab in your Merchant Center and find the fulfilled order.
Click "REFUND"
On the order, click the REFUND (Refund) button. A refund modal will appear.
Review the order financials
The modal shows: Order amount, Total refunded (sum of previous refunds), and Remaining amount (what is left to refund).
Enter the refund amount
Type the exact amount to refund. This amount will be returned to the customer. You can issue partial refunds — the full remaining amount does not have to be refunded at once.
Select a reason
Choose the appropriate reason from the dropdown (e.g., Unfetched parcel).
Confirm
Click CONFIRM to process the refund. The refund will appear in the existing refunds list with a SUCCEEDED status.
Inform the customer
To inform the customer about a manual refund registered in CDON Merchant Center, please reach out to our department handling customer orders at order@cdon.com, and we will assist.
Please note, CDON do not give out customers email addresses. It is also not permitted to contact CDON customers outside of CDONs channels.
Tracking Refunds
Each order in Merchant Center shows a financial summary:
- Order amount: The original total (e.g., 800.00 SEK)
- Total refunded: The sum of all refunds issued (e.g., -616.00 SEK)
- Remaining amount: What is left (e.g., 184.00 SEK)
You can also see a list of all existing refunds with their amounts and statuses (SUCCEEDED).
Note: Multiple partial refunds can be issued on the same order until the remaining amount reaches zero. Each refund is logged with its amount and status.
CDON’s Right to Issue Refunds
CDON reserves the right to issue refunds to customers on your behalf in certain situations:
- For products within the price range specified in the Merchant Help Center, CDON may issue a full refund directly to the customer.
- This may happen when you fail to respond or resolve a customer matter within the designated timeframes.
- Any refund amount issued by CDON may be invoiced to you or deducted from your payouts.
This applies to all customer-related matters including returns, claims, missing shipments, and other disputes. For full details on how escalation works at different order values, see our article Escalated Customer Errands.