Returns
Policy version 1.0 · effective 7 Sep 2026
Subject to legal review. Marketplace payment protection is not a licensed escrow or banking service.
Current availability: Protected card checkout is not yet enabled for live BuyerReq orders. These policies describe how eligible protected transactions will operate when the feature is enabled.
Subject to legal review
This page defines the physical return lifecycle when ops (or policy) requires a return before refund. It works with [Buyer Protection](/buyer-protection) and [Seller Protection](/seller-protection). It is marketplace procedure — **not** a licensed postal, insurance, or escrow product.
When a return is required
Ops may set **return required** on a dispute instead of an immediate full refund — typically for wrong item, condition disputes, or serial checks where the seller must receive the goods back. On the order you will see status **Return authorized**, a return progress status, and a ship-by deadline.
Authenticated return flow (MVP)
1. Ops chooses remedy **Return required** on the dispute case → order becomes **Return authorized** with status **Return required** and a **7-day** ship deadline. 2. **Buyer** (signed in on the order) enters carrier + tracking and taps **Mark return shipped** → status becomes **Return shipped** (message posted to the order thread). 3. Ops / seller path advances through delivery and seller inspection statuses as evidence arrives. 4. After **Return accepted**, refund moves **Refund pending** → **Refunded** via the payment provider (timing is the provider’s, not instant cash). 5. If the buyer never ships by the deadline, status may move to **Return not shipped** and refund may be denied.
Return status progression
**Return required** → **Return label pending** → **Return label issued** → **Return shipped** → **Return in transit** → **Return delivered** → **Seller inspecting return** → **Return accepted** → **Refund pending** → **Refunded**
Exceptions: **Return not shipped**, **Return lost**, **Return damaged**, **Return item mismatch**, **Return serial mismatch**.
Who pays return shipping
| Situation | Who pays | | --- | --- | | Seller error (wrong item, undisclosed defect, counterfeit upheld) | Seller (or deducted from seller payout) | | Buyer change of mind (if ever allowed post-accept — normally **not** covered) | Buyer | | Ambiguous / shared fault | Ops allocates; default split 50/50 of return shipping unless evidence says otherwise | | Lost return in transit with adequate insurance/tracking | Carrier claim first; ops holds refund until claim path is clear |
Deadlines
- Buyer must ship the return within **7 days** of return authorization (deadline shown on the order). - Seller inspects the returned item within **48 hours** of confirmed return delivery (**Seller inspecting return**). - If the buyer never ships: status may move to **Return not shipped**; refund may be denied and order completed in seller favor.
Carrier, tracking, insurance, packaging
- Use a trackable carrier; tracking code is **required**. - Insure high-value returns for at least the item amount when practical. - Pack to the same standard as outbound; include all accessories listed on the order. - Photograph the packed return and serial/identifier before handover to the carrier.
Serial / product mismatch
If the returned unit’s serial or identity differs from the outbound record (**Return serial mismatch** / **Return item mismatch**), refund is typically denied and the case may escalate as fraud.
When refund starts
Refund processing (**Refund pending** → **Refunded**) starts after **Return accepted** (or ops exception for lost/damaged with clear evidence). Timing then follows the payment provider (often several business days to the original payment method).
Platform fee and original shipping
- **Platform fee:** normally refunded on full eligible refunds; may be retained on partial remedies or buyer-fault outcomes. - **Original outbound shipping:** refunded when the seller is at fault; usually not refunded on buyer-fault or change-of-mind (which is generally out of protection scope). - **Return shipping:** per the table above.
Cancellation vs returns
After the order is shipped or pickup-ready, use this return / protection path — not self-serve cancel. See the cancellation matrix in [Terms](/terms).