<p><span style="font-size: 12pt; font-family: Calibri, Arial">The order needs at least one completed delivery, the items being refunded have to be part of a completed delivery, they must not already be fully refunded, and no blocking custom state may be active. A refund also cannot be created against a delivery that has failures. If the items have not been delivered at all, the correct operation is a release or a cancellation rather than a refund.</span></p>

What has to be true before a refund can be created?

Tickets

Andreas Kimmehed

Providers

The captured amount at the provider does not match the shipping cost in Brink.

An order is missing its shipping row in the Payment provider, though it exists in Brink.

A gift card shows redeem failed but the amount was still deducted in the checkout.

Does Brink set the order reference automatically as the external id in the Ingrid session?

How is Ingrid Widget configurated?

How do we make a specific shipping option free or discounted?

The payment method in our order conformation or delivery email from the CRM shows a generic value instead of the actual method.

An order confirmation via Voyado was not sent and the order shows a confirmation error.

API and integrations

Is there an API for the data shown in the sales dashboard?

How do we find an order from our own system?

Are the Shopper API endpoints rate limited, and what counts as the client?

How long are logs kept? We want to report an issue from last month.

Where can we see our own rate limits and quotas?

We configured an integration but it has no effect on orders.

Product data and stock

What are the limits on product tags?

Why does the item description on an order line appear in the wrong language?

A product cannot be added to the cart because its price is missing.

Workflows and blocking

Our blocklist stopped working after we added a second condition.

A workflow is stuck in pending and does not show up under failed operations.

My workflow does not run at all.

Payments, refunds and compensations

Is it possible to revert or cancel a refund that has been created on the wrong order line in Brink OMS?

Can a refund be reverted if it was made on the wrong item?

We made two compensations in quick succession and one of them disappeared.

A compensation fails on an order that included an upsell.

An operation shows as failed in the dashboard. What do we do?

A fee was credited twice when a return was processed in two parts.

The amount left to compensate does not match the remaining amount at the payment provider.

A completed return did not reach Brink, so the customer was not refunded.

Orders

Can we release just one of the remaining order lines?

Order lines appear in an unexpected order in the Merchant portal.

Two orders were created for what the customer says was one purchase.

Can we change the address or personal details on an order after it has been cancelled?

How do we remove a customer's personal data for a GDPR request?

An order is stuck under ongoing operations and we cannot move it.

We received the same OrderCreated event twice. Did someone trigger it manually?

An order shows as shipped in our warehouse system but never became delivered in Brink.

A zero-shipment was registered at the warehouse but the order still shows as placed.

Why can I not start an operation on this order?

What is the difference between a refund and a compensation?

Where do I find the actual error from the payment or shipping provider?

Can an order be deleted entirely?

Discount and Promotions

Can one discount code give different percentages at different cart values?

Two discount rules do not combine on the same order.

A product tag does not appear in the dropdown when I build a cart rule, even though the products carry it.

A gift with purchase does not appear on some orders but works on others.

A cart-level code seems to be applied after our SKU-level discounts. Is that expected?

How do we give free shipping together with a 100 percent discount?

Can we offer discounted shipping to loyalty members only?

Can we run a gift with purchase where the free item must match the size the customer already has in the cart?

How long does it take for a change to a discount rule to take effect?

Can we generate large batches of discount codes?

Can we change a campaign after it has started?

Can I create quantity-based pricing for a specific product (e.g. buy 1 for $499, 2 for $899, or 3 for $1,199)? If so, how is it configured?

Access and users

Can we use single sign-on for the Merchant Portal?

How do we get API credentials for our integrations?

How do we add more people from our team to the support portal Featurebase?

How many API clients can we create, and where is the client secret?

A colleague has left the company. How do we remove their Merchant Portal access?

A user cannot log in to Merchant Portal with their account.

Two-factor authentication for access to Merchant Portal is not working?

Petter Johansson

Settings

The Settings page in the Merchant Portal provides tools to manage your Brink Commerce environment, such as integrations, usage, and users.

While any system can subscribe to events, sending every update to every destination may not always be necessary.

How to filter events

Customizable Reason Codes for refunds and compensations, allowing merchants to define specific refund and compensation reasons.

Configure and use Custom Reason Codes

Custom states give you greater control over the order fulfillment process by allowing you to set informative markers or enforce strict operational rules. By using and managing custom states effectively, you ensure smoother workflows, fewer errors, and better communication within your teams.

Create and manage Custom states

Stores

Setting up stores in the Brink Commerce Merchant Portal involves configuring interconnected entities. Here’s a breakdown of the main entities and how they are connected.

Overview: What are Store groups and Store markets?

Store groups in Brink Commerce serve as the entity for managing multiple store markets (countries). A Store group can contain multiple markets and, for example, represent a brand or region.

How to set up your Store groups and markets

In Brink Commerce, inventories represent the locations where your products are stored. You can manage multiple inventories and assign them to different Store Markets (countries).

How to set up and manage inventories

Tax management in Brink Commerce is a flexible and powerful service designed to handle VAT and other taxes across various products and markets. Here's an overview.

Overview: What are Tax groups and Tax markets?

Creating a Tax group in Brink Commerce is an essential step in managing the tax rates for your products across different markets.

Create and manage Tax groups

A Shipping tax group is required for calculating and displaying the correct costs for shipping.

Create and manage a Shipping tax group

Customer

The Customer Overview feature in Brink Commerce Merchant Portal allows CX and operations teams to quickly understand the customer journey by using the email address as a lookup key.

Customer overview - Quickly view order state per customer

Products

Search after a specific product in the search bar, or use the filter function to find active or archived products and variants.

Markus Flodmark

The order section is where you handle all incoming orders. You can manage, cancel, view, or resend orders.

Orders - how to search and view

Manually creating orders is a good way of capturing sales in, for example, customer service calls. In the Brink Commerce Merchant Portal, there are two ways to manually create orders: starting from scratch or creating an order based on an existing one.

Duplicate and create orders manually

The deliveries function in Merchant Portal allows you to manually mark orders that were completed outside of Brink Commerce as delivered.

Create deliveries

Refunds in Merchant Portal allow you to compensate customers for specific items or other order-related costs like shipping fees. A refund is tied to individual order lines or fees.

How to issue a refund

Compensation in Merchant Portal is a form of reimbursement provided to a customer that is not tied to a specific order line or product. It’s useful when a customer is compensated for issues that don’t directly involve individual items, such as shipping delays or service issues.

How to issue compensation

Brink Commerce uses events (signals) to communicate with external systems like ERP and WMS systems, which are crucial for fulfilling orders. However, if these systems are unreachable or unable to receive the signals, you may need to resend the order events manually.

Resend order events

Orders that haven’t been processed (e.g., delivered) can be canceled through the Merchant Portal. Here's how to cancel an order and manage the cancellation process.

Cancel orders

The Release function in Merchant Portal allows you to manage undelivered order lines by releasing payments, gift cards, or bonuses tied to them.

Release order lines

Orders in Brink Commerce can be modified after they are placed but before they are delivered. This is useful when customers want to change their order.

How to modify orders

Order comments in Brink Commerce allow team members to leave notes directly on an order. These comments help improve collaboration and maintain a clear history of actions.

Add and manage order comments

How Create Order works, why payment links can stop working, what to do when a customer reports an expired link, and how to communicate the 48-hour window up front.

Create Order: handling expired payment sessions and stale checkouts

Dashboards

This dashboard is your starting point when logging in to Merchant Portal.

Home Dashboard

Sales Dashboard

Overview of order operations and their status.

Operations Dashboard

John Osvald

Discounts

Show and edit discount codes

What is the difference between a code rule, an external code rule, and a cart rule?

Overview: Code rule, external code rule, or cart rule?

Discounts are a powerful way of attracting and retaining customers, as well as increasing conversion rates. Brink Commerce has robust discount management capabilities.

Create a new discount rule

Code generation jobs are tasks initiated by Discount code rules. The code generation jobs allow you to generate a list of unique codes that can be used for various purposes such as discounts or promotions outside of Brink Commerce, for example in an email campaign.

Code generation jobs

Bundles are a type of discount where you group related products and apply a discount to the entire group.

How to Create a Bundle Discount

Bundles are a type of discount in Brink Commerce. This guide will walk you through editing existing bundles and bundle groups.

Edit Bundles and Bundle Groups

Custom shipping tags allow you to send specific instructions, such as “free_shipping_express,” to external shipping providers when predefined conditions are met.

Adding Custom Shipping Tags to Orders

Discount logic and structure

Brink Commerce - Lowest price 30 days back

Groups related products together (using tags) and applies volume discounts based on the total quantity in each group.