We strongly encourage you to communicate with your buyer first.
You may accept your buyer’s request or submit a dispute.
In the case that you accepted your buyers request, you may ask your buyer to return the products first or refund without your buyer returning the items.
If you accepted and asked your buyer to return the products, tap "Refund" after receiving the returned product and the payment will be refunded to your buyer.
DO NOT TAP "Refund" if you have not yet received the returned product(s).
If you have a valid reasons to reject the Returns/Refunds Request, please tap “Dispute Return/Refund” at any time before the refund deadline
Failure to respond within the time frame will result to an automatic refund to your buyer if they did not receive products or received incomplete products.
If you failed to respond within the time frame, your buyer will receive an in-app instructions on where to return the products if your buyer received a wrong, faulty or damaged products.
Your buyer needs to return the products to your return address within 5 days. Payment will be released to your account if your buyer failed to return the products.
The refund will be released to your account once you confirm receipt of returned products. Automatic refund will be processed even you did not confirm receipt provided that your send in a valid return waybill.
Refer to Dispute Resolution for details.