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This article applies to selling in: United States

Error 18011

Note: Effective September 30, 2020, partial refunds for order or customer experience issues can temporarily be initiated using the Order Adjustment Feed. Refer to Issue Partial Refund for more information.

While creating an adjustment through the Order Adjustment Feed, you may have received one of the following error messages:

This error occurs when the refund amount you are requesting for the shipping fee component or the shipping tax of an order exceeds the amount that can be refunded. Common reasons why your requested refund might be too high include the following:

  • The refund amount you are specifying is greater than the amount the customer paid for the shipping fee.
  • The refund amount you are specifying is greater than the amount the customer paid for the shipping fee minus any previous refunds applied to the shipping fee component of an order.
  • The refund amount you are specifying is greater than the amount the customer paid for the shipping tax.
  • The refund amount you are specifying is greater than the amount the customer paid for the shipping tax minus any previous refunds applied to the shipping fee component of an order.

For example, if a customer pays $20 for shipping + $1 in shipping tax, you can refund up to $20 toward the shipping fee and $1 in shipping tax. If you refund $15 of the shipping fee and $0.50 in shipping tax, the customer's shipping fee balance is $5 + $0.50 in shipping tax. Any future refunds for the shipping fee cannot exceed that $5 shipping balance and $0.50 in shipping tax.

To view the current balance for any component in an order, you can search for the order on the Manage Orders page in Seller Central.

To resolve this error, please resubmit your data with a refund amount that is less than or equal to the customer's current shipping balance.

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