Handling Refunds
How buyers request refunds on products and services, how sellers respond, and what actually happens to the money.
Use refund requests to review a buyer's problem and the applicable payment outcome. Product purchases, service orders and cancelled events have different rules.
Find the applicable policy
For a product, check the refund terms saved for that purchase. Changing your current Selling Rules does not rewrite an existing purchase's saved policy. A service booking also has its own saved cancellation terms; packages have delivery and dispute rules.
Event cancellation uses a separate event refund process. Do not ask a buyer to open an unrelated product request to repair a ticket payment.
Request a refund as a buyer
Sign in with the account associated with the purchase and open My Purchases. Select the relevant order and use its available refund/problem action. Review eligibility and the proposed amount, give a clear reason and attach evidence where supported.
If a request already exists, follow it rather than opening duplicates. An unavailable action can mean the purchase state, policy or time window does not permit that request. A purchase link alone does not sign you into an account.
Respond as a seller
- Open Refund Requests in the dashboard's Finance section.
- Read the order, reason, amount and evidence.
- Use the available approval or rejection action. A rejection requires a buyer-facing reason.
- Review the confirmation and read back the request status.
The normal seller response window is 48 hours; unanswered requests can escalate for platform review. A buyer can escalate an eligible rejected request after the applicable 24-hour wait. Escalation is review, not automatic approval.
Follow the money and access
Approval and completed processing are different states. Inspect the recorded refund amount, fees, currency, destination and outcome. Do not promise that approval immediately returned money to a bank, includes every fee or cannot affect the seller's available balance.
Refunded purchases can lose the access they granted, and related commissions can change. Downloaded files, external meeting links or membership inside an external group cannot be recalled simply by changing a payment status.
If a response times out or the record needs review, check the existing operation before another attempt. Do not initiate a second charge or refund to resolve an unknown one.