Trankets|Guides

Handling Refunds

How buyers request refunds on products and services, how sellers respond, and what actually happens to the money.

4 min readUpdated Aug 9, 2026

Handling Refunds

A refund handled quickly is a buyer who comes back; one that drags is a story they tell. This guide covers the whole flow - how buyers ask, how you respond, and where the money actually goes.

What You Will Learn

  • Where refund requests come from and where you answer them
  • The exact timeline: your response window and what escalation means
  • Where the money goes on approval
  • What is covered - and the one thing that is not

What This Covers

Refund requests apply to product purchases and service orders. Event tickets are different: they are refunded through event cancellation, not this flow.

Your Refund Window

Set it in My Page → Selling Rules, Policies tab: No refunds, or a window of 1, 2 (the default), 3, 7, 14, or 30 days.

Two things follow from your choice:

  • Buyers can request a refund for that many days after buying. The window is snapshotted at purchase - changing your policy later never changes an existing buyer's rights.
  • Your earnings from each sale stay on hold for the same period before becoming withdrawable. Longer window, more buyer confidence; shorter window, faster cash. See Wallet and withdrawals.

How a Buyer Requests One

From My Purchases, the buyer opens the order and requests a refund: they pick a reason (changed my mind, not as described, technical issue, duplicate purchase, unauthorized purchase, or other), can add detail in Tell us more, and can attach up to 3 screenshots or files as evidence. One request per purchase.

Guest buyers need to finish setting up their Trankets account first - the download page prompts them to.

How You Respond

Requests land in Refund Requests, under the Finance section of your dashboard - with a count badge so you cannot miss them.

  1. Open the request and use View details & evidence.
  2. Click Approve (confirmed with "Approve refund") or Reject - a rejection requires a reason the buyer will see.

You have 48 hours. If you have not responded by then, the request escalates to Trankets for review - it is never silently auto-approved, but an escalated request is out of your hands, so answering inside the window keeps you in control of the outcome.

A rejected buyer can also escalate to Trankets for review after 24 hours. Escalated requests are decided by the platform on the evidence.

When a Refund Is Approved

  • The buyer's money goes back to the card or account they paid with - not to a platform balance.
  • The refund amount is debited from your wallet (this is what the buyer-protection hold exists for).
  • The buyer's access to the product is revoked; free purchases settle instantly as access revocation.
  • Any affiliate commission on the sale is voided.
  • The order status becomes Refunded.

Common Issues

  • A request escalated before I saw it. The 48-hour response window passed. Watch the badge on Refund Requests.
  • Buyer says no refund option shows. Their window expired, your policy is "No refunds", or they already used their one request.
  • The refund has not reached the buyer yet. Gateway refunds take a few days to appear on the buyer's statement.
  • Approving would hurt this month. The held portion of your balance was reserved for exactly this - approved refunds never surprise your available balance.
Your refund rate is a trust asset. The "{n}-day refund policy" chip on your public page tells buyers you stand behind what you sell - sellers who honor it convert better than sellers who hide behind "no refunds".

Next Steps

Next

Managing Reviews