How do I refund an order?

We hope that returns and refunds will be really limited for you, but if you should ever have to deal with a refund for an order you just need to follow these simple steps:

Firstly, make sure the order status is set to “Complete” when the order is delivered to the customer.

If You Wish To Use The Warranty Process – Click here to see how to set up a warranty with products

1) If the seller provides the item with a “warranty” then the buyer can request a refund via the “Request Refund” feature on their order’s page (as long it is within the warranty period as set by the seller). If the buyer is within warranty and asks to return or exchange the item and get a refund, the seller must do this.

  • When a buyer uses the request warranty feature, as a seller you can go to the “Return Requests” section of your dashboard and click on the “Manage” button on the particular order to view the request. Like this:

2) If/when accepted, then seller should provide their return address to the buyer via the messaging system.

  • Simply change the “Refund Request Status” to “Processing” and then add a message to explain how to return the item. This should include a return address.

3) Once the item arrives, then the seller must go to the Refund Request in question and set the “Refund Request Status” to “Completed”. Then there will be a button that says “Send Refund”. Simply click this, and refund the amount you wish to refund back to the customer’s payment method.

  • You can then also send a message to the buyer explaining that the refund is completed and that it can take up to 10 days to arrive back on the payment method used at checkout.

If the customer wishes to exchange the item, you do not need to refund them, just send another product out to them (if available).

If the customer wishes to have store credit, then you do not need to refund them, just create a coupon for the amount they are owed, and send the coupon code to them. You can see how to create a coupon by clicking here.

 

If NOT Through Warranty Process – If you do not provide a warranty, we recommend it, but you should always make sure you set up a clear refund policy, click here to see how

1) If no warranty is available due to not being provided by the seller then the buyer can contact the seller directly via the messaging system or order notes section, asking to return the item if within the refund policy and criteria is met.

2) The seller can use their judgement on whether to accept or not. If the product is faulty, not as advertised or damaged, then the seller should always allow return and refund/exchange.

3) The seller should then provide the return address to the buyer and wait for it to arrive.

4) Once the item arrives, then the seller must go to the order in question and they can refund it from here by clicking “Request Refund”.

(Makes sure that the order status is set to “Completed” before making the refund).

If the customer wishes to exchange the item, you do not need to refund them, just send another product out to them (if available).

If the customer wishes to have store credit, then you do not need to refund them, just create a coupon for the amount they are owed, and send the coupon code to them. You can see how to create a coupon by clicking here.

 

If you have any issues refunding a customer or are unsure if you have done it correctly, there is no need to worry, just simply contact EquiMarket via the support centre here, and we will assist you.