How to start resolving a return request

Choose the item above to start resolving a return. You can also use the Resolution Center, or open up your Returns dashboard and select View return details from beside the item.

You'll be able to see the buyer's reason for requesting the return, the date you need to respond by, and any additional comments or photos provided by the buyer.

Your options for responding to a return request

Your options for responding to a buyer's request depend on the reason they're returning the item and the return policy you stated in your listing.

The buyer received the wrong item, it arrived damaged, or it doesn't match the listing description

If a buyer received the wrong item, it arrived damaged, or it doesn't match the listing description, they can return it to you, even if your return policy states you don't accept returns.

Here are your response options:

Accept the return: The buyer will send the item back to you for a full refund, including the original shipping cost. You'll also be responsible for covering return shipping costs. If the item is returned used or damaged, you may qualify to issue a partial refund.

Give a full refund: You'll issue a full refund to the buyer, including original shipping costs, and they'll keep the item. This is a good option for low-value items.

Offer a partial refund: You'll issue a partial refund to the buyer, and they'll keep the item. This can be useful when the buyer isn't completely satisfied with their purchase. For example, if an item arrived with a minor scratch, but the buyer is happy to keep it.

Send the buyer a message: If you have any questions regarding the buyer's request, you can contact them directly. We may refund the buyer and seek reimbursement from you without requiring the buyer to ship the item back if you do not respond to the return request. If you responded to the request but didn't come to an agreement with the buyer after 7 business days the buyer can ask us to step in and help.

If we're asked to step in to help, we will ask the buyer to return the item to you. If the item is returned used or damaged, you will no longer be able to issue a partial refund to the buyer even if you qualify to issue partial refunds under our seller protections.

Offer a replacement or exchange if you're a non-managed payments seller: You may offer a replacement (another of the same item) or exchange (a different, but similar item) instead of a return if you are not a managed payments seller.

You accept returns in your policy, and the buyer changed their mind about a purchase:

If you stated in your listing's return policy that you accept returns, your buyer can return the item to you, even if they've changed their mind.

Here are your response options:

Accept the return: The buyer will send the item back to you for a full refund. If you offered free shipping, you'll need to refund the buyer the full amount of the item, including the original shipping cost. You can’t deduct the original shipping cost from any refund amount.

If you stated in the listing that you'll cover return shipping charges, choose how you'll arrange for the item to be returned.

Based on your returns policy, spandooly may automatically accept the return and provide a return shipping label to the buyer on your behalf.

If the item is returned used or damaged, you may qualify to issue the buyer a partial refund.

Give a full refund: You'll issue a full refund to the buyer, and they'll keep the item. Depending on your returns policy, this may or may not include the original shipping cost. This is a good option for low-value items.

Send the buyer a message: If you have any questions regarding the buyer's request, you can contact them directly. The buyer can ask us to step in and help if you can’t agree on a resolution after 7 business days.

If we're asked to step in to help, we'll ask the buyer to return the item to you. If the item is returned used or damaged, you will no longer be able to issue a partial refund to the buyer even if you qualify to issue partial refunds under our seller protections.

You don't accept returns in your policy, and the buyer changed their mind about a purchase:

If you stated in your listing that you don't accept returns when a buyer changes their mind, you're not obliged to accept their return request. However, if you do, you'll provide a great customer experience that encourages the buyer to purchase from you in the future.

Here are your response options:

Accept the return: The buyer will send the item back to you for a full refund (this may or may not include the original shipping costs). 

If you offered free shipping, you'll need to refund the buyer the full amount that they paid.

You can advise the buyer that they'll be responsible for covering return shipping costs, or you can provide a label.

If the item is returned used or damaged, you may qualify to issue the buyer a partial refund.

Give a full refund: You'll issue a full refund to the buyer, and they'll keep the item. Depending on your return policy, this may or may not include the original shipping cost. This is a good option for low-value items.

Offer a partial refund: You'll issue a partial refund to the buyer, and they'll keep the item. This can be useful when the buyer ordered the wrong thing by accident—for example, the wrong color or size—and you'd like to offer them a gesture of goodwill.

Offer a replacement or exchange if you're a non-managed payments seller: You may offer a replacement (another of the same item) or exchange (a different, but similar item) instead of a return.

Decline the return: You can decline the return request if you've stated in your listing that you don't accept returns.

Send the buyer a message: If you have any questions regarding the buyer's request, you can contact them directly. If you can't agree on a resolution after 7 business days, you can always ask us to step in and help.

How to accept a return

To accept a return:

1. Go to your Returns dashboard.
2. Select View return details beside the item.
3. Select Accept the return and then Continue.
4. If the buyer is responsible, choose your return address from the dropdown menu.
5. Enter a return merchandise authorization number, if you use them.
6. Select Confirm.

We'll then ask the buyer to ship the item back to you:

How long a buyer has to ship the return:

Once the return is accepted, we'll provide the buyer with a date by which they should ship the item back to you. If we don't see any indicators that the item is on its way back to you, we may close the return to protect you from negative feedback. Returns cannot be closed early at the request of a seller.

• Seller-provided labels: We may close the return if we don't see tracking scans or signals from the buyer showing the item was shipped within 15 business days of when the label was provided. If tracking is not uploaded, we may wait up to 35 business days before closing the return
• No label provided: If the buyer is responsible for return shipping, we may close the return if we don't see tracking scans or signals showing the item was shipped within 15 business days of the return being accepted. If you are responsible for providing return shipping and do not upload a label, we may wait up to 35 business days from the date the return was accepted before closing the return

Refund Instructions

Refund instructions for managed payments sellers:

To issue a full refund

1. Go to your Sold Items.
2. Select View return details beside the item.
3. Select Give a full refund and then Continue.
4. On the next page you'll see the refund amount. Select Refund the buyer.

To offer a partial refund:

1. Go to your Sold Items.
2. Select View return details beside the item.
3. Select Offer a partial refund and then Continue.
4. Enter the amount you wish to offer the buyer.
5. You can choose to add a message to the buyer.
6. Select Send offer.

You can only offer a partial refund once, and the buyer can choose to accept or reject your offer.

You can only decline a return if the buyer is returning the item because they changed their mind, and your return policy stated you don't accept returns. Here's how:

1. Go to your Sold Items.
2. Select View return details beside the item.
3. Select Decline the return and then Continue.
4. You have the option of entering your reason for declining the request, but it will not be visible to the buyer.
5. Select Decline return.

The return request will then be closed.

To send the buyer a message:

1. Go to your Sold Items.
2. Select View return details beside the item.
3. Select Send the buyer a message and then Continue.
4. On the next page, enter your message and select Send.

While using the HTML editor, check the cleaning options you want to perform when you press the main Clean button or execute them one by one.

Payment Holds and Profile Being Blocked

• Please mind that the payment is directly received in your preferred payment method when you make a sell.
• However, if there is a return request on the sale made by you, you still have to pay the provision amount to Spandooly
• If Spandooly finds that there are number of cases for the sale made by you, and depending upon they are not in favor, you can be blocked or banned by the users and also by Spandooly
• More number of cases against you can affect your ratings as well
• If you are banned by Spandooly, none of your items will be displayed on the website and you will not be able to login to the system

Refunding the buyer

When you agree to give the buyer their money back, or once you receive the returned item, you'll need to issue their refund within 7 business days. To do this, simply go to the case in your Sold Items List in your profile and choose Refund buyer. If you don't refund the buyer within 2 business days of receiving the item, and the buyer has uploaded return tracking, we may automatically issue a refund to them on your behalf.

When you issue a refund to the buyer, they'll be refunded through their original payment method. In most cases, the buyer will receive their money back within 3 to 5 business days. However, depending on the payment method the buyer used, it can take up to 30 days for the refund to be processed.

We'll also automatically relist your item for you. If you don't want your item to be relisted, simply uncheck the Relist item box when issuing the refund.

Partial refund guidelines where the item is returned used or damaged

In most cases, you'll issue a full refund to the buyer, but if an item is returned used or damaged it may be appropriate to issue a partial refund to the buyer.

Get Help from Spandooly

We know that our sellers want to provide buyers with a great experience, but sometimes you're not able to reach an agreement. If you and the buyer haven't been able to resolve the issue within 3 business days, we're always ready to step in and help.

If asked to step in to help, we may ask the buyer to return the item to you if any of the following apply:

• We can't determine that the item received by the buyer matches the listing description
• You offer returns and your stated return window applies
• You already offered to accept a return

If we're asked to step in and help and the item is returned used or damaged, you will not be able to issue a partial refund even if you qualify to issue partial refunds under our seller protection policy.