Understand the reason for the refund/charge/hold in PlusBase order's timeline
While processing an e-commerce order, we often encounter various challenges, such as supplier issues, out-of-stock items, cancellations, concerns related to product quality, and other issues that may require us to process refunds or charge the order accordingly. Once the refund/charge has been processed, the order timeline will provide the reason for the action taken. The table below contains detailed information regarding the reasons for the refund/charge in the order's timeline. Please review the table for a comprehensive understanding of the reasons behind these actions.
Cancel order
Charge additional fee
Refund the Seller
Refund the Buyer
Temporarily hold money
Policy for PlusBase's sellers
PlusBase restricted products
Understand PlusBase content and product listing policy
Cancel order
| Issue description/Reason displayed to the Seller | Issue Details | Action with the Seller |
|---|---|---|
| CC01_Order canceled due to Buyer's request - Deduct Seller's profit | The Buyer canceled some products or the whole order. | Deduct the initial profit. |
| CC02_Order canceled due to the item was out of stock - Deduct Seller's profit - Detail about this issue is in PlusBase's in-store notification or email sent to Seller. | Products were out of stock, no replacement link provided. PlusBase notified the Seller but the Seller did not respond or could not provide a new link. | Deduct the initial profit. For SO that was out of stock due to PlusBase processing delays (over 7 business days from order creation date), PlusBase will not deduct the initial profit from the Seller for orders that were late in updating quotations or late in fulfillment. |
| CC03_ Order canceled due to fraudulent signals - Deduct Seller's profit. | Fraudulent orders made by the Seller or the Buyer. | Deduct the initial profit. |
| CC04_ Order canceled due to the inability to locate shipping address and the buyer was uncontactable/not providing the correct address - Deduct Seller's profit. | Order(s) had the wrong shipping address. PlusBase cannot contact the Buyer or the Buyer refused to provide information and requested an order cancelation | Deduct the initial profit. |
| CC05_Order canceled due to unavailable requested link, Seller did not provide a replacement link for requested product - Deduct Seller's profit - Detail about this issue is in PlusBase's in-store notification or email sent to Seller. | The Seller's requested link was unavailable, PlusBase could not find the replacement supplier. PlusBase notified the Seller but the Seller did not respond or could not provide a new link. | Deduct the initial profit. For SO that was out of stock due to PlusBase processing delays (over 7 business days from order creation date), PlusBase will not deduct the initial profit from the Seller for orders that were late in updating quotations or late in fulfillment. |
| CC06_Order canceled due to Seller's violation of product listing contents: selling wrong product - Deduct Seller's profit - Detail about this issue is in PlusBase's in-store notification or email sent to Seller. | The Seller sold the wrong product, PlusBase could not find any replacement supplier. | Deduct the initial profit. |
| CC07_Order canceled due to the supplier increasing product price and the increased amount is greater than the order profit, resulting in negative profit for the seller - Deduct Seller's profit - Detail about this issue is in PlusBase's in-store notification or email sent to Seller. | The original and replacement supplier increased the price and the increased amount was greater than the order profit, resulting in negative profit for the Seller. | Deduct the initial profit. For SO that was out of stock due to PlusBase processing delays (over 7 business days from order creation date), PlusBase will not deduct the initial profit from the Seller for orders that were late in updating quotations or late in fulfillment. |
| CC08_ Order canceled due to violation of PlusBase restricted product policy_Details: this product is.... - Deduct Seller's profit - Detail about this issue is in PlusBase's in-store notification or email sent to Seller. | Products were in the list of restricted products for sale on PlusBase. | Deduct the initial profit. |
| CC09_Order canceled because the AliExpress supplier does not support delivery to this address - Deduct Seller's profit - Detail about this issue is in PlusBase's in-store notification or email sent to Seller. | The AliExpress's supplier did not support delivery to the shipping address. | Deduct the initial profit. |
| CC10_Order canceled because the AliExpress supplier was unable to fulfill - Deduct Seller's profit - Detail about this issue is in PlusBase's in-store notification or email sent to Seller. | PlusBase fulfilled via AliExpress, however the supplier on AliExpress canceled the order. PlusBase notified the Seller but the Seller did not respond or did not provide a new link or the order has been pending for a long time, heightens the risk of disputes/claims. | Deduct the initial profit. |
| CC11_Order canceled because the Seller advertised free shipping but did not set it up on the store; Seller did not agree to refund shipping fee so the Buyer asked to cancel - Deduct Seller's profit. | The Seller advertised Free Shipping but did not apply it in the store. The Seller did not agree to refund the shipping fee, so the Buyer requested to cancel the order. | Deduct the initial profit. |
| CC12_Order or item(s) canceled due to failed payment - Deduct Seller's profit. | Payment failure. | Deduct the initial profit. |
| CC13_Order canceled due to Shipping carrier's error, causing the item lost in transit - Not deduct Seller's profit | The item was lost in transit. | None. (The Seller retains the initial profit) |
| CC14_Order canceled due to DMCA violation: brand .... - Deduct Seller's profit - Detail about this issue is in PlusBase's in-store notification or email sent to Seller. | Products violated the DMCA policy. | Deduct the initial profit. |
| CC15_Order canceled because the item was out of stock, PlusBase absorbed this loss due to late order processing issue - Not deduct Seller's profit | Products were out of stock / changed price / not found (CC02, CC05, CC07) due to PlusBase's late order processing. (Late quotation, late fulfillment over 7 business days from order creation date). | None. (The Seller retains the initial profit) |
| CC16_Order was automatically canceled due to negative profit, Seller needs to re-setup pricing for this product. | The order was automatically canceled by the system due to negative profit. | None. |
| CC17_ Order canceled due to ...... - Deduct/Not deduct Seller's profit. | Others. | Depend on each case. |
Charge additional fee
| Issue description/Reason displayed to the Seller | Issue Details | Action with the Seller |
|---|---|---|
| CS01_Charge additional fee for order #plb... - Reason: Seller's requested product link is unavailable, the cost incurred for the backup supplier to fulfill this order is $... - Detail about this issue is in PlusBase's in-store notification or email sent to Seller. | The Seller's requested link was unavailable, PlusBase had to charge an additional fee to process the order with the replacement supplier. | Charge an additional fee. |
| CS02_Charge additional fee for order #plb... - Reason: Seller's requested link is out of stock, the cost incurred for the backup supplier to fulfill this order is $... - Detail about this issue is in PlusBase's in-store notification or email sent to Seller. | Products were out of stock, PlusBase had to charge the additional fee to process the order with the replacement supplier. | Charge an additional fee. |
| CS03_Charge additional fee for order #plb... - Reason: Supplier increases product price - Detail about this issue is in PlusBase's in-store notification or email sent to Seller. | The supplier increased the price, PlusBase had to charge an additional fee to process the order. | Charge an additional fee. |
| CS04_Charge additional fee for order #plb... - Reason: Supplier canceled this order, the cost incurred for the backup supplier to fulfill this order is $... - Detail about this issue is in PlusBase's in-store notification or email sent to Seller. | PlusBase made a purchase, however, the supplier canceled the order. PlusBase had to charge an additional fee for the replacement supplier to process the order at their own price. | Charge an additional fee. |
| CS05_Charge additional fee for order #plb... - Reason: PlusBase has previously provided the quotation for this product, this is the charge for price difference for this order based on PlusBase's original quotation information - Detail about this issue is in PlusBase's in-store notification or email sent to Seller. | PlusBase had provided an earlier quotation, following that the Seller imported the new link of the same product with a lower price. PlusBase had to charge an additional fee to pay the price gap. | Charge an additional fee. |
| CS06_Charge additional fee for order #plb.../quotation SO - Reason: Product listing violation - Seller sells the wrong product/illustration/mapping,... - PlusBase need to charge $... to fulfill the right product for this order - Detail about this issue is in PlusBase's in-store notification or email sent to Seller. | The Seller provided incorrect information about actual products to the Buyer (incorrect products/images/mappings), PlusBase had to charge an additional fee to process the order with the correct product. | Charge an additional fee. |
| CS07_Charge profit for order #plb... - Reason: Cannot locate the customer's address, Buyer disputed. | Order(s) had the wrong address or The Buyer complained on the payment gateway, PlusBase had to cancel the above order. | Deduct the initial profit. |
| CS08_Charge additional fee/profit for order #plb.../quotation SO - Reason: .................- Need to charge $... . | Others. | Charge an additional fee. |
| CS09_Charge shipping fee/base cost difference for order #plb… due to Buyer's change of order information (variant/shipping address) within 6 hours following PlusBase's policy. | The Buyer changed the order information, resulting in shipping fee/base cost difference. | Charge an additional fee. |
| CS10_Charge base cost difference for order #plb... - Reason: The product link of the order has been changed. | The product link of the order has been changed, PlusBase had to charge an additional fee to process the order with the new requested link. | Charge an additional fee. |
Refund the Seller
| Issue description/Reason displayed to the Seller | Issue Details | Action with the Seller |
|---|---|---|
| RF01_Refund base cost/shipping fee/total cost due to price difference before and after providing quotation for SO.../order #plb... | Refund the base cost/ shipping fee/ total cost due to the price gap before and after PlusBase provided the quotation. | Refund the price gap. |
| RF02_Refund profit for order #plb... due to PlusBase's late processing issue | Refund profit due to PlusBase's delay processing. (Late quotation, late fulfillment) | Refund the initial profit. |
| RF03_Refund profit for order #plb... due to ... | Profit refunds are offered in special circumstances. | Refund the initial profit. |
| RF04_Refund shipping fee/base cost/.... for order #plb... due to system's error. | Refund the shipping fee/base cost/other fees due to system miscalculation. | Refund the price gap. |
| RF05_Refund shipping fee/base cost difference for order #plb… due to Buyer's change of order information (variant/shipping address) within 6 hours following PlusBase's policy. | Refund shipping fee/base cost difference due to the Buyer's change of order information. | Refund the price gap. |
| RF06_Refund shipping fee/base cost difference/... for order #plb… due to... | Refund shipping fee/base cost difference due to the Buyer's change of order information. | Depend on each case. |
| RF07_Refund base cost difference for order #plb... - Reason: The product link of the order has been changed. | Refund base cost difference because the Seller's product request link has been changed. | Refund the price gap. |
Refund the Buyer
| Issue description/Reason displayed to the Seller | Issue Details | Action with the Seller |
|---|---|---|
| CL01_Refund for CL... due to Buyer's claim about product quality - Not deduct Seller's balance | Product quality complaints. (broken, damaged, defective). | None. (The Seller retains the initial profit) |
| CL02_Refund for CL... due to Buyer's claim about product delivery - Not deduct Seller's balance | Delivery complaints (slow delivery, lost order, incorrect tracking number). | None. (The Seller retains the initial profit) |
| CL03_Refund for CL... due to Buyer's claim about... - Not deduct Seller's balance | Complaints for reasons other than product quality and delivery. (Product shortages, PlusBase's internal problems). | None. (The Seller retains the initial profit) |
| CL04_Charge for CL... due to Buyer's claim about Seller's product advertisement and/or product listing contents - Deduct Seller's balance - Detail about this issue is in PlusBase's in-store notification or email sent to Seller. | Complaints about product quality resulting from the Seller's violation of PlusBase content and product listing policy. | Charge an additional fee. |
Temporarily hold money
| Issue description/Reason displayed to the Seller | Issue Details | Action with the Seller |
|---|---|---|
| HA01_Hold $... - SO... - Seller's violation of PlusBase content and product listing policy. The amount will release after 14 days from the delivery date without claims or disputes arising - Detail about this issue is in PlusBase's in-store notification or email sent to Seller. | The money is temporarily held because the Seller posted information that was not in accordance with the PlusBase content and product listing policy but no complaints or disputes have arisen from the Buyer yet. The amount will be released to the Seller after 14 days from the date the tracking number shows successful delivery and no complaints or disputes arise from the Buyer. | Withhold an amount of money depending on the degree of violation. |
| HA02_Hold $... due to claims and disputes from SO... - Seller's violation of PlusBase content and product listing policy. The amount will release after 14 days from the delivery date without claims or disputes arising - Detail about this issue is in PlusBase's in-store notification or email sent to Seller. | The money is temporarily held to ensure the handling of complaints or disputes from Buyers due to the Seller's violation to PlusBase content and product listing policy. PlusBase will negotiate with the Buyer on compensation to minimize loss to the Seller. The amount will be released to the Seller after 14 days from the date the tracking number shows successful delivery and no complaints or disputes arise from the Buyer. | Withhold an amount of money depending on the degree of violation. |
| HA03_Hold $... due to DMCA violation: brand .... from SO ... - The amount will release after 14 days from the delivery date without claims or disputes arising - Detail about this issue is in PlusBase's email sent to Seller. | The money is temporarily held due to the Seller selling products in violation of the DMCA policy. The amount will be released to the Seller after 14 days from the date the tracking number shows successful delivery and no complaints or disputes arise from the Buyer. | Withhold an amount of money depending on the degree of violation. |
| HA04_Hold $... due to order #plb.../SO... fulfilled by a backup supplier selected by the Seller, the GMV needs to be held until the tracking number is activated - Detail about this issue is in PlusBase's in-store notification or email sent to Seller. | The money is temporarily held because the AliExpress order needs to be fulfilled via an alternative supplier selected by the Seller. The amount will be released to the Seller when the order has an active tracking number. | Temporarily hold GMV. |
| HA05_Hold $... due to order's high risk level of fraud. The amount will release after ... days from the order created date - Detail about this issue is in PlusBase's email sent to Seller. | The money is temporarily held due to signs of fraud by the Seller or Buyer. | Withhold an amount of money depending on the degree of violation. |
| HA06_Hold $... due to ... | Others. | Depend on each case. |
Related articles
Policy for PlusBase's sellers
PlusBase restricted products
Understand PlusBase content and product listing policy
Updated on: 08/12/2023
Thank you!