Refunds And Disputes

While most transactions are completed without issue, occasionally a buyer may request a refund or raise a dispute. Understanding how to handle these situations professionally can help maintain trust and protect your reputation as a seller.

View our Returns Policy.

Refund Requests

A buyer may request a refund for various reasons, including:

  • The item arrived damaged.
  • The item was not as described.
  • The wrong item was received.
  • The item did not arrive.
  • The buyer wishes to return the item.

If a buyer contacts you regarding a problem with their order, we recommend responding promptly and working together to find a fair resolution.

Handling a Refund Request

When a refund request is received:

  • Review the details provided by the buyer.
  • Request photographs or additional information if necessary.
  • Review your listing description and order information.
  • Communicate clearly and professionally.
  • Agree on an appropriate resolution where possible.

Many issues can be resolved quickly through friendly communication.

Partial and Full Refunds

Depending on the circumstances, you may choose to offer:

Full Refund

A full refund returns the entire purchase amount to the buyer.

This may be appropriate if:

  • The item never arrives.
  • The wrong item was sent.
  • The item arrives significantly damaged.
  • A return has been received and approved.

Partial Refund

A partial refund returns only part of the purchase amount.

This may be appropriate if:

  • Minor damage occurred during delivery.
  • A small issue can be resolved without returning the item.
  • The buyer agrees to retain the item despite a problem.
  • Returns

If a return is required:

  • Discuss the return with the buyer.
  • Confirm the return address.
  • Agree on any return arrangements.
  • Inspect the item once received.
  • Process the agreed refund where appropriate.

We recommend maintaining clear communication throughout the return process.

To issue a refund you must do this through your Stripe account.

Preventing Refund Requests

The best way to reduce refund requests is through accurate listings and good seller practices.

Use Clear Photos

Show the item from multiple angles and highlight any flaws or imperfections.

Write Accurate Descriptions

Ensure buyers have a clear understanding of:

  • Size
  • Material
  • Condition
  • Colour
  • Customisation options
  • Package Items Securely

Appropriate packaging reduces the risk of damage during transit.

Dispatch On Time

Sending orders within your stated processing time helps set buyer expectations.

Understanding Disputes

A dispute may be opened if a buyer and seller are unable to reach a resolution directly.

Disputes are designed to help resolve situations where there is disagreement regarding an order.

Examples may include:

  • Item not received.
  • Item significantly different from the listing.
  • Damage during delivery.
  • Refund disagreements.

What to Do If a Dispute Is Opened

If a dispute is raised:

  • Remain calm and professional.
  • Review all order information carefully.
  • Provide any requested information promptly.
  • Share relevant evidence where available.
  • Continue communicating respectfully.

Useful evidence may include:

  • Tracking information
  • Proof of postage
  • Delivery confirmation
  • Product photographs
  • Message history
  • Photos of packaging

Providing complete and accurate information helps disputes be reviewed fairly.

Payment disputes are managed through your Stripe Dashboard. Stripe will work directly with the buyer's bank during the dispute process.

What Happens If a Dispute Is Won or Lost?

When a payment dispute is raised, the disputed amount is typically deducted from your Stripe balance while the case is reviewed.

If the dispute is resolved in your favour, the disputed funds will be returned to your Stripe account.

If the dispute is decided in favour of the buyer, the payment will be refunded to the buyer and the disputed amount will not be returned.

You may also be charged dispute fees by Stripe. These fees are determined by Stripe and may vary depending on your account and region. Please refer to your Stripe Dashboard for the latest information regarding dispute fees.

Payment disputes are managed through your Stripe Dashboard. Stripe will work directly with the buyer's bank during the dispute process and may request additional evidence from you to support your case.

Responding to Buyers

Professional communication often helps resolve issues before they escalate further.

Seller Best Practices

Keep Proof of Postage

Retain receipts, postage records, and tracking information for all dispatched orders.

Photograph Valuable Items

Taking photographs before dispatch can help document the condition of an item.

Maintain Accurate Listings

Ensure descriptions and photos accurately represent the product being sold.

Keep Communication On Platform

Communicating through the marketplace helps maintain a complete record of conversations if assistance is required later.

Frequently Asked Questions

We recommend responding as soon as possible to help resolve the issue quickly and maintain a positive buyer experience.

Yes. If an item is reported as damaged or not as described, requesting photographs can help you understand the problem and determine an appropriate resolution.

Where possible, retain proof of postage, tracking numbers, receipts, and photographs of the item before dispatch.

You'll be able to provide information and evidence relating to the transaction so the situation can be reviewed fairly.

Tip: Most refund requests and disputes can be resolved quickly through clear communication, accurate records, and a willingness to work toward a reasonable solution for both parties.

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