# Refunds across Amazon, eBay and your store > How to bring store and marketplace refunds from Amazon and eBay into one queue, with a policy per channel and every decision in one audit trail. - Canonical URL: https://lumtry.com/guides/multichannel-marketplace-refunds - Last updated: 2026-09-24 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. ## 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. ## 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. ## 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. ## 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. ## Bring your channels together in five steps 1. **Connect your store**: Connect Shopify, WooCommerce or BigCommerce so storefront requests arrive as cases with their order facts. 2. **Connect Amazon Returns and eBay**: Subscribe Lumtry to Amazon Returns and eBay notifications. Subscription handshakes and endpoint checks are answered but never create cases. 3. **Connect a processor**: Connect Stripe or PayPal so approved refunds have a processor to run on. 4. **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. 5. **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. ## 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. ## Related - [Home](https://lumtry.com/index.md): Decide refunds by a versioned policy, send the exceptions to your team in Slack or the dashboard, and keep every step on the record. Start free. - [Guides](https://lumtry.com/guides.md): Answer-first guides to refunds, returns, chargebacks, approvals and audit trails for Shopify, WooCommerce and BigCommerce merchants. - [Slack approvals for Stripe](https://lumtry.com/guides/slack-refund-approvals-for-stripe.md): How to route Stripe refunds that need a person to Slack, approve them from the message, and keep the dashboard as the source of truth. - [Voice approvals](https://lumtry.com/guides/voice-refund-approvals.md): How outbound phone calls let an approver confirm a held refund when they are away from Slack and the dashboard, with the answer recorded. - [Return abuse screening](https://lumtry.com/guides/return-abuse-screening.md): How to score refund requests on claim history, missing returns and unusual values, and hold risky cases for a person without slowing honest customers. - [Chargeback evidence](https://lumtry.com/guides/chargeback-evidence-automation.md): How to assemble dispute evidence from orders, policy and the refund audit trail so every chargeback response starts from a complete file. - [Refund audit trail](https://lumtry.com/guides/refund-audit-trail.md): What a refund audit trail should record, why it must be append-only, and five steps to build one that holds up in disputes and audits. - [Refunds for AI agents](https://lumtry.com/guides/mcp-refunds-for-ai-agents.md): How AI assistants can look up refund cases and propose refunds over the Model Context Protocol while policy and people keep the final say. - [Retention offers](https://lumtry.com/guides/retention-offers-before-refund.md): When to offer store credit, an exchange or a partial refund before paying money back, and how a policy decides which offer fits a case. - [Pricing](https://lumtry.com/pricing.md): Lumtry plans by case volume and seats, from Free to Enterprise, with add-ons and capped outcome fees. Start free or hear when billing opens. - [MCP server](https://lumtry.com/developers/mcp.md): Connect an AI assistant or your own agent to your refund workspace through the Model Context Protocol. Read cases and propose actions, never move money. - [Trust](https://lumtry.com/trust.md): How Lumtry secures merchant data, keeps AI inside a deterministic refund policy, lists every sub-processor and explains data flow and retention. Review it. - [llms.txt](https://lumtry.com/llms.txt)