Ignoring Refunds

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This page explains how to tell us if a refund should be ignored.

Ignoring Refunds

You can mark any refund as “Ignored” from a refund abuse perspective.

Ignored refunds will not be included in machine learning features, rule conditions, and dashboard insights. Ignoring a refund is useful for scenarios where the refund is due to circumstances beyond the customer’s control, such as out-of-stock items or issues with suppliers.

This can be done via the API using the refund.ignore boolean in the v2/refund API:

If refund.ignore is set to true the refund will be marked as ignored and excluded from machine learning features, rule conditions, and dashboard insights.
If refund.ignore is omitted or set to false then the refund will be included in machine learning features, rule conditions, and dashboard insights.

A refund can be marked as ignored in the first request sent for a refund or in a refund update event.

If you want to remove an ignore from a refund you can do so by sending a refund update using the v2/refund API with refund.ignore=false .

Removing an ignore returns the refund to its original state, where it will be included in machine learning features, rule conditions and dashboard insights.

Refund Request Time

For the ignore refunds functionality to work properly the refund.refundRequestTime needs to be constant in all refund request/updates.

If you can’t make the refund request time constant only send the refund.refundRequestTime in the first request and omit it from the following updates.

Ignored refunds and Refund Recommendations

If a refund is marked as “ignored” and a refund recommendation is requested, no recommendation will be returned:

Refunds should marked as ignored for situations beyond the customer’s influence, justifying the refund by its nature. Therefore a Refund Recommendation is not needed.
The refund data will be parsed, stored in Ravelin and displayed in the dashboard with an “Ignore” label.

A data warning message will be returned as part of the API response.

{
  "status": 200,
  "success": "true",
  "timestamp": 1749133153,
  "data": {
      "warnings": [
          {
              "class": "recommendation-requested-on-ignored-refund",
              "help": "https://developer.ravelin.com/apis/warnings/#recommendation-requested-on-ignored-refund",
              "msg": "Recommendation not generated because refund.ignore is set to true."
          }
      ]
  }
}

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