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How to handle a return request as a seller

If a buyer wants to return an item to you, how you can respond will depend on why they’re returning it and on your return policy. If it’s faulty, damaged, or doesn’t match the description, you’ll have to accept their return request, even if you don’t offer returns.

When you create a listing, you’ll add a return policy and can choose whether or not to accept returns when a buyer changes their mind about a purchase. However, if an order arrives faulty or damaged, or if the buyer receives the wrong item, they’re always entitled to return it to you.

When you receive a return request, we’ll send a message to your registered email address – it’ll also be available in your Return Requests. To ensure the issue is resolved as quickly as possible, we ask that you respond within 8 calendar days.

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, or it arrived damaged or faulty

If a buyer receives an item that wasn’t as described in the listing, or if it arrives damaged or faulty, 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 postage cost. You’ll also be responsible for covering return postage costs.
How to accept a return

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

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.
How to issue a partial refund

Send the buyer a message – If you have any questions regarding the buyers request, you can contact them directly. If you can’t agree on a resolution to the issue after 8 calendar days, you can always ask us to step in and help.
How to send the buyer a message

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 – depending on your returns policy, this may or may not include the original postage cost. If you offered free delivery because you included the postage costs in the listing price, you’ll need to refund the buyer the full amount they paid. You can’t deduct the original postage costs from any refund amount.
If you stated in the listing that you’ll cover return postage costs, choose how you’ll arrange for the item to be returned.

In some situations, you can issue a partial refund where you receive the item back used or damaged.
How to accept a return

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 postage. This is a good option for low-value items.
How to issue a full refund

Send the buyer a message – If you have any questions regarding the buyers request, you can contact them directly. If you can’t agree on a resolution to the issue after 8 calendar days, you can always ask us to step in and help.
How to send the buyer a message

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 be providing a great customer experience and encouraging 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 – you can decide whether or not this includes the original postage cost. If you offered free delivery because you included the postage costs in the listing price, you’ll need to refund the buyer the full amount they paid. You can’t deduct the original postage costs from any refund amount.
In some situations, you can issue a partial refund where you receive the item back used or damaged. See Partial refund guidelines.
How to accept a return

Give a full refund – You’ll issue a full refund to the buyer. This is a good option for low-value items.
How to issue a full refund

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.
How to issue a partial refund

Reject the return – If you’ve stated in your listing that you don’t accept returns, you can reject the return request.
How to reject a return

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 to the issue after 8 calendar days, you can always ask us to step in and help.
How to send the buyer a message

How to accept a return

To accept a return:

  1. Go to Return Requests and open the return request you would like to accept
  2. If you’re responsible for the postage, enter the tracking number used
  3. If the buyer is responsible, choose your return address from the dropdown menu.
  4. Enter a Return Merchandise Authorization number, if you use them.
  5. Select Confirm.

The buyer has 14 business days to send the item back to you.

How to issue a full refund

To issue a full refund:

  1. Select the Order you would like to refund.
  2. Select Refund Request.
  3. Enter the refund quantity for each item you would like to refund
  4. Enter the original delivery cost in the delivery field
  5. If you are going to be reselling the item check Restock refunded items.
  6. Check the refund amount.
  7. Enter the reason for the refund (optional).
  8. Select Submit Refund Request

We will refund the buyer the refund amount and deduct the refunded amount from your 118CBD Account Balance.

How to issue a partial refund

To issue a partial refund:

  1. Select the Order you would like to refund.
  2. Select Refund Request.
  3. Enter the refund quantity the item(s) you would like to refund.
  4. Adjust the value to be refunded per item.
  5. Check the refund amount.
  6. Enter the reason for the refund (optional).
  7. Select Submit Refund Request

We will refund the buyer the refund amount and deduct the refunded amount from your 118CBD Account Balance.

How to reject a return

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.

To decline a return:

  1. Open Return Requests
  2. Select the request you would like to reject.
  3. Change the status of the request to Rejected.
  4. Enter your reason for rejecting the request within the conversation section at the bottom of the page.

The buyer will receive an email to their registered email address notifying them of the update.

How to send the buyer a message

To send the buyer a message:

  1. Open Return Requests
  2. Select the request you would like to message the buyer regarding.
  3. Scroll down to the Conversations section.
  4. Enter your message
  5. Select Send Message

The buyer will receive an email to their registered email address to view the message.


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