Guides
How to handle refunds from Amazon, eBay and your own store in one place
To handle refunds across Amazon, eBay and your own store, bring every request into one queue, record where it came from, and apply a policy that can differ by channel. Lumtry receives signed Amazon Returns and eBay notifications beside Shopify, WooCommerce and BigCommerce requests, and every decision lands in one audit trail.
Last updated
Explained 1
Why keep marketplace refunds in the same queue as store refunds?
One queue means one set of approvers, one audit trail and one view of a customer's claims. Separate tools per channel split the history that approvals, abuse screening and disputes depend on.
Explained 2
How do Amazon and eBay requests reach Lumtry?
Amazon Returns notifications arrive through Amazon SNS, and eBay notifications through its Notification API. Lumtry verifies each signature with keys fetched only from the marketplace's own hosts, and refuses anything it cannot verify before a case is created.
Explained 3
Can each channel have its own refund policy?
Yes. A policy version can be scoped to one channel, and a case uses its channel's active version or, if there is none, your default. Rules can also read the channel, for example to approve small eBay refunds without review. Channel policies are available on every plan.
Explained 4
Where is the money refunded for a marketplace order?
Lumtry does not issue refunds inside Amazon or eBay. Approved marketplace cases run through the Stripe or PayPal account connected to your workspace, like any other case. Store credit and exchanges need Shopify today, so a marketplace case that calls for one is parked for manual resolution.
How to
Bring your channels together in five steps
Connect your store
Connect Shopify, WooCommerce or BigCommerce so storefront requests arrive as cases with their order facts.
Connect Amazon Returns and eBay
Subscribe Lumtry to Amazon Returns and eBay notifications. Subscription handshakes and endpoint checks are answered but never create cases.
Connect a processor
Connect Stripe or PayPal so approved refunds have a processor to run on.
Scope a policy to each channel that needs one
Publish channel-scoped policy versions where a marketplace needs different rules, and keep a default version for the rest.
Read the channel on every case
Every case records its intake channel beside the decision and the policy version, so reviews and audits can tell marketplace refunds from store refunds.
FAQ
Frequently asked questions
Which channels can send refund requests to Lumtry?
Shopify, WooCommerce, BigCommerce, Amazon Returns, eBay, the Gorgias and Zendesk helpdesks, and the Lumtry API. Each case records which one it came from.
Does Lumtry manage marketplace orders or fulfillment?
No. Lumtry reads marketplace orders to decide refunds, but order management and fulfillment stay in Amazon and eBay.
What if a marketplace notification cannot be verified?
It is refused and no case is created. Verification fails closed, so an unreachable key host or a bad signature never lets a request through.
Can Lumtry suggest rule changes?
On Growth and Scale, Lumtry suggests policy rules from your case history. A person reviews each suggestion, and nothing changes until a new policy version is published.
Keep reading