When a buyer requests a return, the refund process depends on whether you're a private seller or a business/charity seller. Here's what happens and what you need to do.
What gets refunded
Buyers can request a refund if:
- The item arrived damaged
- The item isn't as described in the listing
- They have reason to believe the item is counterfeit or not authentic
- They received the wrong item
- They changed their mind (business sellers only)
Private sellers refund process
Step 1: Review the return request (48 hours)
When a buyer requests a return, you'll be notified on Quibly and via email. You have 48 hours to review and respond. You can either:
- Accept the return: the buyer gets a return label immediately
- Decline the return: if you believe the return request is not valid, you'll need to provide your reasoning. Quibly support will review the case and the return will go on hold in the meantime
If you don't respond within 48 hours, the return will be automatically accepted.
Step 2: Buyer ships the item back (5 days)
Once you've accepted the return, the buyer has 5 days to ship the item back.
Step 3: Inspect the returned item (72 hours)
From the moment the carrier marks the item as delivered, you have 72 hours to inspect the item and take action. You have two options:
- Approve the refund: If the item is in acceptable condition, click 'Approve refund'. The buyer receives their refund shortly after
- Raise a dispute: If there's a problem with the condition of the item, raise a dispute within 72 hours. See Initiating a refund dispute for details
If you don't take action within 72 hours of carrier delivery, the refund is automatically approved.
Note: Approval triggers payment to the buyer and cannot be reversed.
Business sellers refund process
Step 1: Return request is auto-approved
When a buyer requests a return, you get notified by email.
Step 2: Buyer ships the item back (14 days)
The buyer has 14 days from requesting the return to ship the item back.
Step 3: Inspect the returned item (72 hours)
From the moment the carrier marks the item as delivered, you have 72 hours to inspect the item and take action. You have two options:
- Approve the refund: If the item is in acceptable condition, click 'Approve refund'. The buyer receives their refund shortly after
- Raise a dispute: If there's a problem with the condition of the item, raise a dispute within 72 hours. See Initiating a refund dispute for details
If you don't take action within 72 hours of carrier delivery, the refund is automatically approved.
Note: Approval triggers payment to the buyer and cannot be reversed.
What happens to my payment?
When a refund is issued, Quibly deducts the refund amount from your next payout. You cover the return shipping cost for all valid return reasons, except change of mind returns where the buyer covers the shipping cost. For claims that require further review, such as counterfeit cases, Quibly will help determine responsibility. The seller platform fee is not refunded, regardless of reason.
The bottom line
If you're a private seller, review return requests within 48 hours and accept or decline. If you're a business/charity seller, returns are auto-approved. Once the returned item is delivered, you have 72 hours to inspect the item and either approve the refund or raise a dispute. If you do nothing within the 72-hour window, the refund is automatically approved.
Related articles:
Private seller vs business seller: your obligations
Handling buyer messages and issues
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