How to process a marketplace order return

To process a marketplace order return, you need to manually confirm the returned quantity and stock it back in.

Steps

1. Approve the return or refund request in the marketplace seller centre first.
2. Open the marketplace return order in SiteGiant.
3. Enter the quantity received in the Received field.

• Example: if the order quantity is 2 and the customer returned 2 units, enter 2.

4. Stock in only the quantity that is actually received in good condition.
5. Save the return process.

Restoring stock from a return order

• The system does not auto-fill the received quantity.
• Inventory is not restored automatically for marketplace return orders because only the merchant can confirm how many returned items were actually received and can be stocked back in.
• If a customer returns 2 items but only 1 item is still in good condition, stock in only that 1 item.
• If the order has already been shipped (status updated to Shipped), stock will not be returned automatically. You need to add the stock back manually through the marketplace return flow.
• If the order is not yet collected by courier (status is Pending or Paid) and is cancelled or returned, stock is automatically added back to inventory. You can verify this under Inventory > All Inventory Items > click item name > Stock Movement, and search by order number.
• There is no option to set returns to auto-restock. Restocking must be done manually by following the marketplace return process.
• Once you have marked an order as returned in SiteGiant, the order status in your order export will reflect Returned. Orders not yet processed through the return flow will still show their previous status (e.g. Completed).
• If the case is refund only and the customer does not return the item, you can leave the return screen without recording any received quantity.
• For appeal cases, submit the appeal in the marketplace seller centre first. After the marketplace updates the order to return or refund, you can then process it in SiteGiant.
• You can enter the order ID manually or scan the tracking barcode with a barcode scanner on desktop.

If a return order cannot be found in SiteGiant, use the Sync feature button to pull the latest return data from the marketplace.

Important notes

• The system does not auto-fill the received quantity.
• Inventory is not restored automatically for marketplace return orders because only the merchant can confirm how many returned items were actually received and can be stocked back in.
• If a customer returns 2 items but only 1 item is still in good condition, stock in only that 1 item.
• If the order has already been shipped, stock will not be returned automatically. You need to add the stock back manually through the marketplace return flow.
• If the case is refund only and the customer does not return the item, you can leave the return screen without recording any received quantity.
• For appeal cases, submit the appeal in the marketplace seller centre first. After the marketplace updates the order to return or refund, you can then process it in SiteGiant.
• You can enter the order ID manually or scan the tracking barcode with a barcode scanner on desktop.
• Processing marketplace returns in the SiteGiant One mobile app is only available for ERP Premium plan and above.

Updated on: 21/05/2026