Manage returns, missing items, and refunds for sellers

Here’s everything you need to know to manage returns, missing items, and how to deal with refunds for sellers. 

If a customer has a problem with their order, or if they change their mind about a purchase, they’ll get in touch with you and ask for help. Once the buyer tells you there’s a problem, you have 3 business days to resolve it.

If an item went missing and never arrived, you need to either provide additional tracking details or offer a resolution, such as a replacement or a refund. If the buyer got their item but it’s faulty, damaged, or doesn’t match the listing description, you need to work with them to resolve their issue (you also have to cover the return shipping costs). If they changed their mind, how you can respond (and who pays for return shipping) depends on your return policy.

What to do if a buyer has an issue

If a buyer doesn’t receive their item, they’re entitled to a refund or a replacement unless you can provide tracking information showing that it was delivered. When a buyer lets you know they’ve run into an issue, you should work with them to find a solution that works for both of you.

If the buyer wants to return an item to you, your options for responding depend on why they want to send it back. If the item is damaged, faulty, or doesn’t match the listing description, they’re covered by the APX Money Back Guarantee, and you’ll have to refund them or replace the item, even if you don’t offer returns. If they’ve changed their mind, your options depend on your return policy.

If you accept a return from the buyer, they need to send the item back to you before you issue a refund or send out a replacement. If the buyer is sending an item back because it doesn’t match the listing description or it arrived damaged or faulty, you’re responsible for the cost of return shipping, even if you don’t offer returns. If they simply changed their mind or ordered the wrong item, who pays for return shipping is determined by your return policy.

Managed payments sellers can offer buyers full or partial refunds up to 90 days after the original transaction date. If a cancellation, return, or claim is opened against the order, the Send refund option will not be available. 

In some situations, a buyer may ask their financial institution to open a payment dispute if they believe there’s an issue with their order. Learn how to handle a payment dispute on an APX transaction if you’re a managed payments seller.

Unable to resolve the buyer’s issue? Ask APX to step in

If you and the buyer haven’t been able to come to an agreement after 3 business days, you can ask us to step in and resolve the issue. We’ll assess all the information and come to a decision. It’s important to remember that if you ask us to step in and we close the case in the buyer’s favor, you could receive a defect (which might affect your seller standards), so you should only ask us for help when you’ve exhausted all other options.

If you disagree with our decision after we’ve been asked to step in, you can ask us to take another look. In order to request an appeal, you must provide additional details for us to take into consideration, such as photographs showing there’s nothing wrong with the item. We’ll review your new information and get back to you with our final decision, usually within 48 hours.

Tips for avoiding issues with buyers

When you sell on APX, you can save time managing your return requests by setting up rules that automatically accept returns or issue immediate refunds. Automating your return process can not only save you time but also provide a great experience for your customers.

To avoid future problems, our article shares best practices for creating listings, tips for packing and shipping items, and advice for communicating with buyers.


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