Returns FAQs

This article answers frequently asked questions on returns.

How do sellers know when a return has been requested?

You can view refund requests that are awaiting returned items in two ways:

• Receives an email notification.
• Go to All refund requests and switch the Action Return toggle on or, from the Home page, click Refunds awaiting return. This will take you to the All refund requests page with the Action Return view active. 

Once submitted, the request goes to the marketplace operator for refund processing. If the operator accepts the return and wishes to request a refund, the seller then needs to select Process return.

What should sellers do after receiving a returned item?
After the item arrives, the seller:

1. Review the returned item to confirm it meets the marketplace’s return policy.
2. Clicks Process Return to finalize the refund request.
3. Can optionally add adjustment notes (for example, excluding shipping costs).

Once submitted, the request goes to the marketplace operator for refund processing. The order status then updates to Returned.

What if a seller wants to reject a return?

If the item does not meet the return policy, the seller should contact the marketplace operator, who can then action a return decline.

What happens when a seller cancels an order before dispatch?

If a seller cancels an order before it’s shipped (a pre-dispatch refund), the system automatically:

• Changes the order status to Returned.
• This will trigger an email to the marketplace operators who will then need to approve the return. Operators can then review and approve the refund as needed.