Oberlo Order Help Center lets you to see more details about your paid orders, and allows to take further actions if needed. You will be able to cancel orders or raise disputes with suppliers from this page as well.

The order Help Center only works for Oberlo Verified supplier and Oberlo supplier product orders. If you dropship products from the AliExpress suppliers, you will need to raise disputes on the AliExpress website.

How to View Order Details

To view more information about your order, follow these steps: 

1.  Go to the Orders page in Oberlo and find the needed order.
2. Click “...” and “Order Details”.

3. From the newly opened page, you will see more details about your order depending on its status (Order Placed, In Processing or Shipped).

How to Cancel an Order or Change Order Details

You can cancel the order if the supplier hasn’t started processing it. If you need to change the product variant, shipping information or shipping method, you will need to cancel the order and create a new draft order with the new details. To cancel the order, follow these steps:

1. Go to the Orders page in Oberlo and find the needed order.
2. Click “...” and “Order Details”.
3. From the “Help Section”, expand the needed section and click “Cancel Order”.

4. The status of the order will change to “Cancelled” and you get a refund to your payment card shortly.

How to Create Order Disputes

If you have any issues with your order, you can raise a dispute with the supplier. Disputes can only be raised for the orders that are shipped by the supplier. To create a dispute, follow the steps below:

1.  Go to the Orders page in Oberlo and find the needed order.
2. Click “...” and “Order Details”.
3. From the “Help Section”, expand the needed category and choose a reason for the dispute.
4. Click “Create Dispute”.

5. From the dispute creation page, describe the problem in more details and attach pictures if they are required. If you want to ask for a refund, select a reason in the top right-corner and mark the “I would like to ask for a refund” checkmark.
6. Click “Create Dispute” to complete the request.

How to View And Manage the Created Disputes

Once the dispute is created, the supplier will review it and provide the answer or solution for you. You can view and manage your created disputes on the “All Messages” page. Follow the steps below:

1. Go to the “All messages” page and select ''Disputes'' section. 

2. Click on the desired dispute to open the conversation with the supplier.
You can use various filters to find disputes that you need quickly. You can filter out disputes by the specific date range, Open/Closed dispute status or the Unread dispute status. You can also sort disputes by newest/oldest reply, newest/oldest created, sender A-Z/sender Z-A. 

3. Chat with the supplier so that you reach the agreement regarding your raised dispute.

4. Once the situation is clarified, click “Close Ticket” to close the dispute.

5. If needed, cancel your customer's order in Shopify admin and issue the refund to them.

Note: If you and the supplier do not reach the agreement regarding the opened dispute within 10 days, Oberlo Admin will step in and help to clarify the situation. If the supplier rejects your refund request, the Oberlo team will also look into these cases to make the final decision.

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