Troubleshooting Settlement Posting Issues with Partially Refunded Orders
This article guides Webgility Desktop users on how stuck orders can occur when a partial refund is processed before all Amazon settlement transactions are posted. It provides a clear, step-by-step process to resolve these issues effectively.
Overview
Stuck orders can occasionally occur when a partial refund is processed before all settlement transactions are posted. This article provides a clear, step-by-step process in resolving such issues.
Cause
This issue typically arises when:
-
A partial refund is initiated before the order has completed the settlement posting process.
-
As a result, the order becomes stuck in a pending or unsettled state, requiring manual intervention to complete posting.
Steps to Resolve
Step 1: Identify the Stuck Order
-
Confirm that the order is stuck due to a partial refund during settlement.
-
Review the transaction history for:
-
Unposted sale transactions
-
Unposted refund transactions
-
Step 2: Try manually posting the transactions
If you have access to the Webgility order management interface:
-
Go to the Transactions or Settlement section of the affected order.
-
Select the specific transactions related to both the original sale and the partial refund.
-
Check the appropriate boxes for all unsettled entries.
-
Click Post (or the equivalent action) to manually trigger the posting process.
Note: UI labels may vary slightly depending on the version of Webgility being used.
Step 3: Allow Settlement to Complete
-
Settlement processing may take a few minutes after initiating the manual post.
-
Wait until the process completes before taking any further action or making additional changes to the order.
Step 4: Verify Resolution
-
After processing, confirm whether the order status has been updated (e.g., to Completed or Settled).
-
If the issue is resolved, no further action is required.