If the credit note import is active, PlentyONE automatically creates a credit note for every Amazon refund. If your own event procedure or a flow triggers another refund for these credit notes, the customer is refunded twice.

How to recognise the problem

• Customers receive several refunds for the same order.
• Several credit notes are created one after another for the order.

Cause

The import creates a credit note. If it is moved to the status that triggers your refund procedure (for example 11.1), PlentyONE reports another refund to Amazon. This refund is imported again, and the loop continues until the total amount has been refunded.

How to fix the problem

1. Check in the Amazon main settings whether the automatic credit note import is active.
2. Check event procedures and flows that send a refund or return to Amazon when the status changes.
3. Exclude imported Amazon credit notes from them. You can recognise them by the user 2 (System).

Good to know: The import only runs from the time it was activated. Only the support team can import older credit notes for a specific period.