Refund policy
Show buyers and sellers how refund eligibility, evidence, timing, seller response, and appeals would be reviewed before money movement is enabled.
Eligibility Rules
- Refund review starts from the order snapshot, seller terms, item condition, delivery or pickup status, and report reason.
- Final-sale categories need clear labels before bid, offer, cart review, or checkout review.
- Category exceptions should be visible on the listing, order, support case, and seller dashboard.
Evidence Requirements
- Missing item, damaged item, wrong item, condition mismatch, pickup issue, and accessory issue each need their own evidence checklist.
- Photos, seller messages, tracking, QR pickup, hub intake notes, packing proof, and customer notes stay attached to the case.
- Support should show incomplete evidence before a refund decision can be reviewed.
Review Timing
- Issue windows vary by handoff method, category risk, shipping state, pickup release, and seller response deadline.
- Customers should see the next review step, response deadline, expected notice, and appeal window.
- Operators should see cases that are aging, missing evidence, waiting on seller response, or ready for finance review.
Seller Response
- Sellers need the issue type, customer evidence, order snapshot, response deadline, and allowed resolution choices.
- Repeated refund issues can affect seller standards, visibility, payout holds, and category permissions.
- Seller responses should remain visible in the case timeline and appeal packet.
Refund Routing
- Refund outcomes may include original tender review, wallet credit, partial refund, return-required refund, replacement path, or denied request.
- Launch needs finance approval, seller release updates, tax records, receipt changes, chargeback response, and audit history.
- Customers should see clear status, not finance jargon.
Appeals
- Buyers and sellers need an appeal path when evidence changes or the outcome appears inconsistent with the policy.
- Appeals should preserve original decision, new evidence, owner, due date, and final notice.
- Policy owners should review appeal patterns before changing refund rules.
Digital Transfer Outcomes
- Cancellation remains available before the publisher lock or finality boundary shown in the quote.
- After an irreversible transfer, change-of-mind returns may be unavailable, but non-delivery, wrong entitlement, duplicate charge, unauthorized purchase, publisher reversal, and materially false metadata remain reviewable.
- Seller proceeds remain held while transfer confirmation, ownership requery, dispute, refund, or chargeback is open.
Returns & Refunds
Eligibility, evidence, seller response, refund holds, and support ownership.
Seller Return Settings
Seller defaults, exceptions, condition windows, messages, refund holds, proof, and approval.
Return Shipping
Return labels, hub drop-off, carrier scans, seller inspection, refund release, and owner approval.
Purchase Protection
Issue windows, evidence checklists, seller response, hub proof, return status, and refund review.
Dispute Evidence
Order snapshots, delivery proof, seller holds, chargeback readiness, hub evidence, and customer notices.
Payment Readiness
Refund controls, seller release impact, credits, chargeback review, and finance approval.
Seller Protection
Buyer abuse, return swaps, payout holds, pickup disputes, shipping damage, and review disputes.
Appeals Center
Buyer appeals, seller appeals, evidence deadlines, support ownership, and decision history.
Current demo state
The policy is reviewable.
The demo shows refund eligibility, evidence, timing, seller response, refund routing, appeals, and related routes as static policy review surfaces.
Future platform state
Live refunds need connected services.
Launch refund handling needs payment reversal, credit ledger updates, seller release changes, customer notices, tax records, appeal history, and finance-owner approval.