Understand the reason for the refund/charge/hold in PrintBase 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

Issue description/Reason displayed to Seller	Issue Details	Action with 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 fraudulent signals - Deduct Seller's profit	Fraudulent orders made by the Seller or the Buyer.	Deduct the initial profit.
CC03_Order canceled due to DMCA violation: brand .... - Deduct Seller's profit	Products that violated the DMCA policy.	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. PrintBase cannot contact the Buyer or the Buyer refused to provide information and requested an order cancelation.	Deduct the initial profit.
CC05_Order canceled because the item was out of stock, Buyer agreed to hold the order for restocking but PrintBase could not restock after 14 days and must cancel the order - Not deduct Seller's profit	Orders with out-of-stock item(s). The Buyer agreed to keep the order and wait for restock. However, PrintBase could not restock after 14 days and must cancel the order.	Not deduct the initial profit.
CC06_Order canceled because the item was out of stock, Buyer did not want to hold the order for restocking - Deduct Seller's profit	Orders with out-of-stock item(s). The Buyer did not want to keep the order.	Deduct the initial profit.
CC07_Order canceled due to restricted ship-to regions. Notice was previously sent to the Seller - Deduct Seller's profit	Orders that were canceled due to restricted ship-to regions. Notice was previously sent to the Seller.	Deduct the initial profit.
CC08_Order canceled due to restricted ship-to regions. Notice has not been sent to the Seller earlier - Not deduct Seller's profit	Orders that were canceled due to restricted ship-to regions. Notice was not previously sent to the Seller.	Not deduct the initial profit.
CC09_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 - Detail about this issue is in PrintBase's email sent to Seller.	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.
CC10_Order has incomplete artwork/design, PrintBase contacted the Seller but the Seller did not respond, did not provide new artwork/design or wanted to cancel the order - Deduct Seller's profit - Detail about this issue is in PrintBase's email sent to Seller.	Order(s) had incomplete artwork/design, PrintBase contacted the Seller but the Seller did not respond, did not provide a new artwork/design or wanted to cancel the order.	Deduct the initial profit.
CC11_Order has incomplete personalized information, PrintBase contacted the Buyer but the Buyer did not respond, did not provide new personalized information or wanted to cancel the order - Deduct Seller's profit.	Order(s) had incomplete personalized information, PrintBase contacted the Buyer but the Buyer did not respond, did not provide new personalized information or wanted to cancel the order.	Deduct the initial profit.
CC12_Order or item(s) canceled due to failed payment - Deduct Seller's profit.	Failed payment.	Deduct the initial profit.
CC13_Order canceled due to ...... - Deduct/Not deduct Seller's profit.	Others.	Depend on each case.
CC16_Order was automatically canceled due to negative profit, Seller needs to re-setup pricing for this product.	Order(s) was automatically canceled due to negative profit.	None.

Deduct fee from the Seller

Issue description/Reason displayed to Seller	Issue Details	Action with Seller
CS01_Charge profit for order #pb... - Reason: Cannot locate the customer's address, Buyer disputed.	Order(s) had the wrong address or The Buyer filed a dispute, PrintBase had to cancel the order.	Deduct the initial profit.
CS02_Charge shipping fee/base cost difference for order #pb… due to Buyer's change of order information (variant/shipping address) within 6 hours following PrintBase's policy.	The Buyer changed order information, resulting in difference in product cost (base cost)/shipping fee of the order.	Charge an additional fee.
CS03_Charge additional fee/profit for order #pb... - Reason: .................	Others.	Charge an additional fee.

Refund the Seller

Issue description/Reason displayed to Seller	Issue Details	Action with Seller
RF01_Refund profit for order #pb... due to ...	Profit refunds are offered in special circumstances.	Refund profit.
RF02_Refund shipping fee/base cost/.... for order #pb... due to system's error	Refund the shipping fee/base cost/other fees due to system miscalculation.	Refund the price gap.
RF03_Refund shipping fee/base cost difference for order #pb… due to Buyer's change of order information (variant/shipping address) within 6 hours following PrintBase's policy.	Refund the shipping fee/base cost difference due to the Buyer's change of order information.	Refund the price gap.

Refund the Buyer

Issue description/Reason displayed to Seller	Issue Details	Action with Seller
CL01_Refund for order #pb... due to Buyer's claim about product quality - Not deduct Seller's profit	Product quality complaints (Broken, damaged, defective).	None. (The Seller retains the initial profit).
CL02_Refund for order #pb... due to Buyer's claim about product delivery - Not deduct Seller's profit	Delivery complaints (Slow delivery, lost order, incorrect tracking number).	None. (The Seller retains the initial profit).
CL03_Refund for order #pb... due to Buyer's claim about... - Not deduct Seller's profit	Complaints for reasons other than product quality and delivery. (Product shortages, PrintBase's internal problems).	None. (The Seller retains the initial profit).
CL04_Charge for order #pb... due to Buyer's claim about Seller's product advertisement - Deduct Seller's profit - Detail about this issue is in PrintBase's email sent to Seller.	Complaints about product quality resulting from the Seller's violation of Policy for PrintBase & PrintHub's sellers.	Charge an additional fee.

Temporarily hold money

Issue description/Reason displayed to Seller	Issue Details	Action with Seller
HA01_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 PrintBase'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.
HA03_Hold $... - due to ...	Others.	Depend on each case.

Related articles

Policy for PrintBase & PrintHub’s seller
Policy for PrintBase’s sellers - Orders containing awaiting artwork items
List of restricted ship-to countries/regions for PrintHub & PrintBase products
Reimbursements for canceled PrintBase orders

Updated on: 07/12/2023