Sometimes it will be necessary for a seller to provide a partial or full refund for an order. In that case, it is possible for buyers and sellers to assist each other in confirming the refund in order to automatically credit back the sales fees for the seller. This feature is available for 90 days after the order has been created.
For sellers on our legacy payment system:
As a first step, before marking the refund on the order page, be sure that you have issued the refund through the original payment method. For instance, if the buyer paid with PayPal, you will need to send a PayPal refund to the buyer for the relevant amount.
Note: The "Send Refund" feature is available only to sellers when an order is marked "Payment Received" or "Shipped".
On the order page, click the "More" button and select the "Send Refund" option:
- A pop up will ask you to enter the total amount you're refunding.
- Once the buyer confirms the refund, the sales fee will be adjusted automatically. Should the buyer not confirm the refund within 48 hours, please post the Unique Transaction ID of the refund on the order page and contact our support team.
Note : If the refund includes cents, don’t forget to use a dot ( . ) and not a comma ( , ) to separate the dollars and cents. This applies to all currencies.
For sellers using our new PayPal payments solution:
If you are a seller using our new PayPal payments solution, you have two options: You can either refund the buyer in PayPal, or you can use the Send Refund feature on the order page (please see the screenshot above). Regardless which method you choose, the order page will be updated accordingly, your buyer will receive their refund, and you as a seller will be credited the appropriate sales fees.
To issue a refund via our new PayPal payments solution, please follow the same steps as above. Please note that sellers must have enough balance in their PayPal account to issue a refund. Previously, PayPal would withdraw enough from the seller’s funding source to cover a refund. Now, sellers will need enough balance to cover a refund.
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