Initiating Refunds for Jet Orders

Jet classifies returns and refunds into two categories:

  1. Refunds: Initiated by you as the seller. You will most commonly initiate a refund when a buyer ships an item back to you without requesting a return through Jet first.
    • As a seller, there is no way for you to process a refund through Jet's user interface. In this article, we will show you how to process refunds through Solid Commerce.
  2. Returns: Requested by the buyer through Jet. To learn how to process a return, please see Processing Return Requests on Jet Orders.


What we'll cover:

  1. Setting Up Your FTP Site
  2. Initiating Refunds
  3. Field Descriptions
  4. Viewing Your Results
  5. Downloadable Template for Initiating Refunds
  6. Related Articles


Setting Up Your FTP Site

Our Jet refund process works through a File Transfer Protocol (FTP) file exchange. In order to process refunds, you need an FTP site.

If you already have an FTP site, please provide the URL, Username, and Password to your Account Manager or our support team. If you don't have an FTP site, please let us know so that we can assist you.

Inside your FTP site, create two folders:

  1. Folder Name: JetRefunds - Add this folder directly inside your FTP. Don't put it inside another folder.
  2. Folder Name: Acks - Add this folder inside the JetRefunds folder.

If you aren't familiar with using FTP sites, installing a free FTP client like FileZilla makes logging in and managing files easy. You can drag and drop files between your computer and your FTP site through the FileZilla user interface.

Here is the direct download for FileZilla.


Initiating Refunds

There are several situations when you might need to initiate a refund:

  • A buyer ships an item back to you without requesting a return or refund through Jet.
  • The order was undeliverable or rejected by your shipping carrier.
  • You want to proactively refund your buyer before they request a return through Jet.

To initiate a refund:

1) Open the Excel template attached to this article (JET_REFUND_MMDDYYHHMMSS.csv).

2) Log in to your Jet partner account.

3) Search for the order you need to issue the refund for.

  • Inside Jet, you can only search orders by order number or SKU. If you don't have the order number or SKU handy, you can find the order in Solid Commerce and copy the order number over to Jet.

4) Make sure the order that you want to refund has a status of In Progress or Completed in Jet. Jet doesn't allow refunds on orders with any other statuses.

5) In the Jet partner portal, click on the Merchant Order number.

6) In the overlay window, click on the View raw data button in the HISTORY corresponding to when the order was Created.

7) Don't worry about the code. You just need to copy and paste two values into Excel:

  • merchant_order_id
  • order_item_id


8) Populate the rest of the template by following the specs in the Field Descriptions table below.

9) If your buyer returned multiple items from their order, you need to enter each item on its own row in the file.

  • Jet assigns each item in the order a unique order_item_id.

10) Save the template as a csv file (Comma Separated Values). Name the file as follows:

  • Replace the MMDDYYHHMMSS text with the two digit month, two digit day, two digit year, two digit hour (using the 24-hour clock), two digit minute, and 00 for the seconds.
  • EXAMPLE: If it is July 23, 2016 at 2:30 pm, your file name would be: JET_REFUND_072316143000.csv.
  • The time doesn't need to be exact. Adding the time to the file name allows you to process multiple refund files on the same day if needed. Each file needs to have a different name.

11) Upload the file into the JetRefunds folder on your FTP site.

12) We will process the file and then upload an acknowledgement file to your FTP site.


Field Descriptions

Field Name Field Description

Copy the merchant_order_id value from the Raw Data overlay window in Jet's partner portal and paste it in this field.


You must create your own alt_refund_id number for the refund. One approach would be to run a sequence starting with the number 1 and add to it for each refund.


Copy the order_item_id value from the Raw Data overlay window in Jet's partner portal and paste it in this field.


The total quantity of the item that your buyer returned to you.


The quantity of the item included in your refund to the buyer.


The reason that you are refunding money to the buyer.

Valid Values:
No longer want this item; Received the wrong item; Website description is inaccurate; Product is defective / does not work; Item arrived damaged - box intact; Item arrived damaged - box damaged; Package never arrived; Package arrived late; Wrong quantity received; Better price found elsewhere; Unwanted gift; Accidental order; Unauthorized purchase; Item is missing parts / accessories; Return to Sender - damaged, undeliverable, refused; Return to Sender - lost in transit only; Item is refurbished; Item is expired; Package arrived after estimated delivery date


If you aren't providing a full refund to the buyer, select a reason from the list of valid values.

You don't need to populate this field if you are providing a full refund.

Valid Values:
other (If you enter other, you must include a reason in the notes field); item damaged; not shipped in original packaging; customer opened item


Provide any additional information about why you aren't refunding the full amount to the buyer. This is required if you provided a refund_feedback value of other.


The amount of the product price you are refunding for the item.


The amount of the sales tax collected for the item that you are refunding.


The amount of the shipping cost that you are refunding.


The amount of the sales tax collected on the shipping charges that you are refunding.


Viewing Your Results

After we process your refund file, we create an acknowledgement file confirming the results. We add _Ack to the end of the name of the file you uploaded and save the results file in the Acks folder on your FTP site.

To view your results, open the acknowledgement file.

  • If the Status is TRUE, your file was processed successfully.
  • If the Status is FALSE, you will see the reason that the file failed in the ErrorMessage column.

Here's an example of an acknowledgement file in case you want to see what it looks like:


Downloadable Template for Initiating Refunds

This is the file that you need to populate and save to your FTP:


Related Articles


Attachments from the Downloadable Template for Initiating Refunds and Viewing Your Results sections:

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