About managing orders in Merchant Center
Once a customer places an order, it will be available for you to view and edit under the Orders page in Google Merchant Center. When the order is ready, the status of your order will change to “pending shipment,” “shipped,” or “delivered.” You need to be added as an order manager (Order manager status is automatically given to account admins.)
Choose the country where you use Shopping Actions.
View order statuses
An order can display different statuses depending on the stage of fulfillment that you report. You can sort and view orders based on status.
View orders requiring immediate action
All orders that require immediate action will be listed under “Pending shipment” in the top menu:
- Pending shipment: Orders that need to be addressed. All items of an order should be updated as shipped within the number of handling days that you provide to Shopping Actions. You can also mark an item as canceled if it cannot be shipped due to blocking reasons such as no inventory.
- Partially shipped: Some items in the order have been updated as shipped, but other items still need to be marked as shipped.
View all orders
You can view a complete list of your orders in all statuses by clicking “All orders” in the top menu:
- In progress: These orders are still being verified, and may also be within the 30-minute grace period in which customers may cancel their orders.You should not fulfill orders while they are in the ‘in-progress’ state.
- Shipped: Orders that have been updated as shipped by the merchant.
- Partially shipped: Orders that have been updated as partially shipped by the merchant.
- Delivered: Orders that have been updated as fully delivered by the merchant.
- Partially delivered: Orders that have been updated as partially delivered.
- Returned: Orders that have been updated as fully returned.
- Partially returned: Orders that have been updated as partially returned.
Canceled: Orders that were either (1) canceled directly by the customer while they were in "In progress" state, (2) marked as canceled by the merchant, or (3) cancelled automatically because items were not marked as shipped within 3 days of merchant committed handling time.
When you click Orders on the navigation menu, you'll land on the “Pending shipment” page by default. This page includes all active orders, apart from those that are in progress. To view orders in all statuses, select All orders from the top menu.
You can filter the orders by date or status. To do so, click the filter icon above the table, then select Order date or Order status. You can also search any order by its Google order ID or Merchant
order ID by clicking the search icon in the top right portion of the page.
You may download a CSV file of orders listed on the interface with the download button above the table. Contact the support team if you need an example CSV report.
To view additional details about the customer and order, click the Google order ID. You'll land on the Order details page, which contains:
- Product information
- Order, shipping, and delivery dates
- Pricing details, including item cost, shipping cost and type, and tax cost
- Previously applied refunds
- Shipment and payment details
You can click the arrow to expand shipment details.
The Order details page can be used to complete actions on orders. Depending on the order status, you can make specific updates to an order.
Create Merchant order ID (recommended)
You may add the Merchant order ID that your system creates for the order. This is the same order number that is sent in your standard email communications to customers. The Merchant order ID can help your team locate an order and reconcile transactions, acting as a unique key between your internal systems and the Order details page.
To update the Merchant order ID field, click the pencil icon . In the dialog that opens, enter your Merchant order ID, then click Save.
Mark items as shipped
Orders should be updated as shipped as soon as possible, within the number of handling days that you have provided.
To report orders as shipped, click Mark as shipped for each order from either the “Pending shipment” summary page or the Order details page. In the dialog that appears, indicate the number of items shipped, the carrier, and the tracking ID. Then, click Mark as shipped.
When done, the order status will change to “shipped” (or “partially shipped” if there are items left to ship.)
Important information about reporting shipments:
- Reporting shipment of all items in the order will signal Google to begin payment transfer to your company.
- Orders that are not marked as shipped might be considered stale by Google and as a result will be canceled. If you ship orders out that have been canceled for this reason, you’ll be responsible for the cost of these orders. Google will not issue refunds to you for these orders.
Mark items as delivered
Marking orders as delivered is optional.
To mark an item as delivered, the order must first have “shipped” status. Once an order has been marked as shipped, a “Mark as delivered” button will appear in the “Shipments” section on the Order details page.
To mark an item as delivered, click the "Mark as delivered" button. In the dialog that appears, update the item and click "Mark as delivered" again.
Mark orders as canceled
If you want to cancel an order due to a customer’s request or due to an inability to fully or partially fulfill an order, you should report the order cancellation.
If you determine that an order cannot be fulfilled within the number of provided handling days or the item(s) is out of stock, report the item or order cancellation in the orders page. This will release the hold of funds from the customer’s payment method, and an automated email will be sent by Google informing the customer of the cancellation.
To report a canceled order, click the “More Actions” drop-down menu from the Order details page, then select Cancel order. In the dialog that appears, select the quantity you would like to cancel, and indicate a reason for cancellation. Then, click Cancel order.
The potential reasons for cancellation that you can select from are:
- Customer initiated cancellation
- Invalid coupon
- Malformed shipping address
- Price error
- Products unavailable
- Shipping price error
- Tax error
- Undeliverable shipping address
- Unsupported PO box addresses
Once you select a reason for cancellation and click "Cancel order,” the customer’s payment authorization will be released.
Note: You cannot undo this action. Cancel history is tracked in the orders page for future reference and might impact your seller standards score.
You may manage returns in both the Orders page and the Returns page. Based on the action you need to perform, either the Orders page or Return page might be the right destination for you. If you need to:
- Process (issue refunds or reject) a Google-facilitated return, we recommend that you use the Returns page.
- Issue refund payments not associated to any Google-facilitated return, (for example item adjustments or undeliverable shipments), we recommend that you use the Orders page.
Accept a return
When a customer initiates a return, you can approve and process the refund payment corresponding to this return. In order to issue a return, the order status must be updated from “Shipped” to “Delivered”.
To mark an item as returned:
- From the order details page, click the More Actions drop-down menu.
- Select Accept return and issue refund.
- In the dialog that appears, enter a refund amount and a reason for return.
- Click Accept return and issue refund.
The potential refund reasons that you can select from are:
- Buyer discretionary return
- Undeliverable shipping address
- Wrong product shipped
- Product arrived damaged
Once you click “Accept return and issue refund”, it will initiate the payment transfer to the customer.
Reject a return
If you need to reject a return, you can indicate that you’re doing so in Merchant Center, which will generate an email letting the customer know you’ve rejected their return.
To reject a return:
- On the Order details page, click the More Actions drop-down menu
- Select Reject return.
- Check the boxes next to the items for which you’d like to reject returns.
- Select the reason for rejecting the return.
- Enter a description of the problem.
- Click Reject Return.
The reasons for rejecting an item that you choose from are:
- Damaged or Used
- Missing Component
- Not Eligible
- Out of Return Window
You can select any quantity of items to be rejected for the same reason at one time, as long as the rejected quantity reflects the shipped and delivered quantities.
Process a refund
When a customer requests a full or partial refund, Shopping Actions customer support asks you to approve and process the refund payment.
To process refund payments that are not associated to any return:
- From the Order details page, click the “More actions” drop-down menu .
- Select Issue refund without return. In the dialog that appears, select a refund percentage or dollar amount, and a reason for refund.
- Click Issue refund without return.
The potential reasons for refund that you can select from are:
- Customer Discretionary Return
- Customer Initiated Merchant Cancellation
- Delivered Too Late
- Expired Item
- Invalid Coupon
- Malformed Shipping Address
- Product Arrived Damaged
- Product Not As Described
- Quality Not As Expected
- Undeliverable Shipping Address
- Unsupported PO Box Address
- Wrong Product Shipped
Once you select a reason for refund and click “Issue refund without return”, it’ll initiate the payment transfer to the customer.