Returns And Refunds
How return requests and refund records are handled.
Opening A Return
Buyers can open a return from an order when the marketplace return flow is available.
Returns should be opened from the order so the case is linked to the buyer, seller, product, order value, and payment record.
A buyer should use the return flow when the issue is about sending an item back, requesting a refund, or recording a post-order problem that fits the seller return policy.
- Open returns from the relevant order.
- Explain the reason clearly and include useful context.
- Keep messages and case updates inside the marketplace.
Seller Review
Sellers can review the case, update the status, and record any relevant notes.
Sellers can review return details, update case status, add notes, and coordinate the next step with the buyer.
The return page helps avoid losing important information because the case remains tied to the order and product record.
- Check the product, order, and requested amount.
- Update status when the return moves forward.
- Use seller notes for clear internal tracking.
Refund Records
Refund records appear with order and finance information so the order history remains complete.
Refund records are part of the order and seller finance history. They help explain why an order total, payout, or commission amount changed.
Depending on the marketplace settings, a refund can affect related fee calculations or leave original fees recorded.
- Record refunds against the correct order.
- Link refunds to a return case where relevant.
- Review finance totals after refund activity.