Refunds
Refund process for settlements and billing
Refunds — Processing
The retailer may instruct ESW to refund any amount to the shopper outside the standard returns/cancellations process. Refunds will only be processed for items that have already shipped. If an item has not shipped, it must be refunded via the cancellation process.
.webp&w=1536&q=100)
Process
Submit Refund Request (CSP)
Retailer Customer Service submits the refund in the ESW Customer Service Portal (CSP). This triggers a financial transaction. Refunds can be issued at article (SKU) level or for the entire order.
ESW Processing & Shopper Follow-up
ESW processes all refunds. If a refund attempt fails, ESW will retry or notify the retailer’s customer service to contact the shopper directly.
Settlement Reporting & Deductions
Refunds are included in the settlement file (via email). ESW deducts the full amount of approved refunds from the retailer’s settlement.