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Set Up & Submit Batch Modifications & Reversals via FTP or Email

You can use our .csv template files below to help guide you in preparing a file with your modifications and reversals.


The template file you need depends on whether you're tracking at the order level or item level, as each requires different fields. If you're unsure about which file to use, ask your CSM or (contact support).

  1. Download the batch .csv template file relevant to your use case:

  2. Open the template file with a spreadsheet app (such as Microsoft Excel) or a text editor (such as Notepad or TextEdit).

  3. In the second row (i.e., the first row under the headers), start adding your action data.

    If you are using a spreadsheet app, add each data point in a separate cell.

    If you are using a text editor, use commas to separate each data point from the others.


    Make sure you're editing the cells in "Plain text" or "Text" format so that values aren't accidentally omitted.

  4. Save the file with an identifiable name, such as:

    Batch_Mods_Reversals_2020_02_12.csv also supports .xml files for batch modifications & reversals. See the File examples section below to see an example of .xml files formatted for batch modifications & reversals.


Refer to Batch Modifications and Reversals File Parameters and Reason Codes to see which fields can be used in an FTP/SMTP batch modification or reversal.

Submit your data file

To submit a file to's FTP server, you will need to retrieve account credentials first. Follow the instructions below to learn how to have your existing credentials emailed to you.

  1. From the left navigation bar, select [Menu] → Settings.

  2. On the right, under Tracking, select Event Types.

  3. Select the name of the Event Type for which you want to submit batch modifications.

  4. Next to Returns Processing, select [Edit].

  5. Select Automate returns processing (advanced) → Upload file to system FTP server.

  6. Select Email FTP Username and Password.

  7. Once you have received your FTP credentials, use an FTP client to connect to with the following info:





    (Your case-sensitive FTP Username.)


    (Your case-sensitive FTP Password.)

  8. Once connected, upload your file to the main directory of the server. After a successful upload, go to the Review the file submission section below.


If you have not received the FTP credentials email, contact the person who created your account. Alternatively, contact support.

Review the file submission

Once you've sent your batch .csv or .xml file to, you can check its current status and if it was processed.

  1. From the left navigation bar, select [Menu]Settings.

  2. In the left column, scroll to the Technical section and select File Submissions.

  3. Use the table to review recent file submissions that has received, including the current processing status.

File examples

Expand the examples below to see what the body of both a batch .csv and an .xml file would look like.

Order-level .csv

ActionTrackerID,Oid,Amount,Reason 16027,O7427540,0,ITEM_RETURNED16027,O8306075,30,CONS_ERROR
Item-level .csv

Reversing items requires two additional values (SKU and Quantity) compared to an order reversal.

ActionTrackerID,Oid,Amount,Sku,Quantity,Reason 10307,O7427540,0,SKU123,0,ITEM_RETURNED 10307,O7427540,15,SKU456,1,ORDER_ERROR 10307,O8306075,0,SKU7890,0,ITEM_RETURNED

See above that an Order ID is listed twice—this is because there are two different SKUs in the order (line 1 and line 2 respectively), one is being reversed and one is being modified. Notice the difference - one is being zeroed out (line 1) and the other is being changed to a new final value (line 2).


  • You always need the correct SKU and OID when doing item-level modifications and reversals.

  • You can't modify an SKU (i.e., change an SKU) for item-level actions.

  • You can modify the quantity for item-level actions.

Order-level .xml

<?xml version="1.0" encoding="UTF-8"?><ActionReturnRequests xmlns=""><ActionReturnRequest><ActionTrackerId>16027</ActionTrackerId><Oid>O7427540</Oid><Amount>0.00</Amount><Reason>ITEM_RETURNED</Reason></ActionReturnRequest><ActionReturnRequest><ActionTrackerId>16027</ActionTrackerId><Oid>O8306075</Oid><Amount>30</Amount><Reason>CONS_ERROR</Reason></ActionReturnRequest></ActionReturnRequests>
Item-level .xml

Reversing items requires two additional values (SKU and Quantity) compared to an order reversal.

<?xml version="1.0" encoding="UTF-8"?><ItemActionReturnRequests xmlns=""><ItemActionReturnRequest><ActionTrackerId>10307</ActionTrackerId><Oid>O7427540</Oid><Items><Item><Amount>0.00</Amount><Sku>SKU123</Sku><Quantity>0</Quantity><Reason>ITEM_RETURNED</Reason></Item><Item><Amount>15.00</Amount><Sku>SKU456</Sku><Quantity>1</Quantity><Reason>ORDER_ERROR</Reason></Item></Items></ItemActionReturnRequest><ItemActionReturnRequest><ActionTrackerId>10307</ActionTrackerId><Oid>O8306075</Oid><Items><Item><Amount>0.00</Amount><Sku>SKU789</Sku><Quantity>0</Quantity><Reason>ITEM_RETURNED</Reason></Item></Items></ItemActionReturnRequest></ItemActionReturnRequests>

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