If the item has been sold through Pay and Ship and the buyer has raised a dispute in the app, an investigation will commence and you will be guided on the next steps by the team.
If you made the transaction using out of the app methods, your refund will depend on your agreement with the buyer beforehand and is at your own discretion.
We recommend you clearly inform the buyer of your policy before the order is placed. If you can’t do returns, offer the customer experience you’d love to receive yourself.
Agreeing on a return shows you care about your buyers, and can help you build your reputation as a great seller.