Cancellation & Refund Policy
Here are some situations when you may need to refund, accept returns or cancel orders:
Before you issue a refund, consider the following:
After you authorize a return request, you can wait until you receive the item back from the buyer before you issue a refund. If you prefer, you can allow the buyer to keep or discard the item even if you decide to issue a refund.
If the buyer returns the item to you damaged, or in a condition that is different from the condition in which you sent it, you have the option to issue a partial refund. If you decide to issue a partial refund, we recommend explaining this to the buyer in advance to help avoid misunderstanding or a possible A-to-z Guarantee claim.
If you described and listed the item accurately, but the buyer simply no longer wants it, you have the option to refund the item price but not refund the shipping costs.
You can't fulfill an order.
Sellers are required to have their items on hand and ready to ship. That said, if you sell often enough, it's inevitable that at some point you'll sell an item only to discover it's out of stock--or broken on the kitchen floor. If you will not be able to ship an item within 2 business days, you should cancel the order.
The buyer doesn't receive your order.
Work with the buyer to reach a mutually agreeable solution in regard to this transaction. How you decide to proceed is ultimately determined by you and your customer service policy, but all sellers are expected to demonstrate a high level of customer service.
Your options include:
Refunding the buyer. This is generally the most customer-friendly resolution. If the order eventually arrives, officialreseller.com can recharge the buyer with their explicit authorization.
Shipping or drop-shipping the order at your cost. While this may be a financial loss for your business, it is generally a customer-friendly solution.
Asking the buyer to wait a bit longer for their order to arrive. If you choose this option, please be aware that the buyer may file an A-to-z Guarantee claim. See Respond to an A-to-z Guarantee Claim for more information.
The buyer decides to return an item
If you described and listed the item accurately, but the buyer simply no longer wants it, you have the option to refund the item price but not refund the shipping costs. Please see the officialreseller Product Return Policies.
In cases where you are not responsible for the return, where no defect has been reported and the buyer simply no longer wants the item, the return shipping costs should be borne by the buyer. Upon receipt, you must issue a refund to the buyer within five days. If you did not provide a return address within the applicable Elected Country or a prepaid return shipping label to the buyer, the refund to the buyer should also include their international return shipping costs. Learn how to issue a refund.
New BMVD products (Books, Music, Videos, and DVDs) in their original condition can be returned if postmarked within 30 days of the delivery of the original shipment to the buyer.
Used BMVD Products: Defects/damage/material difference should be reported to you by the buyer within 14 days of receipt, and the returned merchandise must be postmarked within 30 days of the delivery of the original shipment to the buyer.
Software is a unique product category and has some specific guidelines.
If your product is sold in new condition and has been opened, you can refuse to accept the return unless it is defective.
If sold as Used/Open and not materially different or defective, you can also refuse to accept the return.
If the product is materially different, a return should be accepted if it is sent back in its original condition and postmarked within 30 days of the delivery of the original shipment to the buyer.
Note that only full retail versions of software may be sold on officialreseller. Take a moment to familiarize yourself with this list of allowed and prohibited items, and review the Selling Software guidelines for more information.
Electronics products can be returned if postmarked within 30 days of the delivery of the original shipment to the buyer.
If the item is shipped as New or Used and is defective or damaged upon receipt, the buyer must report the defect/damage to you within 14 days of receipt and make return arrangements.
If the item becomes defective more than 30 days after shipment and is under warranty, please assist the buyer in pursuing a warranty claim with the manufacturer.
Note: If a buyer returns a product with non-volatile internal memory, such as an MP3 player or a digital camera, you are required to clear those devices of any customer data or information immediately. Non-volatile memory is any computerized memory that can retain stored information even when not powered.
Baby products: If you fulfill your own orders, you are expected to accept returns in accordance with your own posted return policies at the time of the applicable order. If you use Fulfillment by officialreseller (FBA) to fulfill your orders for baby products, returns will be processed in accordance with officialreseller's return policy for baby products. Learn more.
Note: If you refuse to accept the return of an item that had a purchase price less than $300 and officialreseller.com determines that it is materially different, you may be held responsible for any A-to-z Guarantee claim or chargeback dispute filed for the transaction.
As with the officialreseller.com retail returns policy, there are no returns of hazardous items that are gas-powered or contain flammable liquids, or of computer laptops or desktops more than 30 days after delivery to the buyer.
You may choose to issue a concession in addition to or as an alternative to refunding order amounts. Learn more about concessions.
The buyer files a credit card chargeback or an A-to-z Guarantee claim.
When a buyer files an A-to-z Guarantee claim or a chargeback with their credit card company, officialreseller.com will contact the seller to request additional information about the transaction. Though these claims may appear similar, there are several key differences between guarantee claims and chargebacks.
For instance, buyers are working directly with their credit card companies when they file a chargeback. Buyers can file chargebacks with their credit card companies at any time, from one day after the transaction has taken place to months later. Sellers are responsible for service chargebacks. Though officialreseller.com does request information in the process of investigating a chargeback, the final outcome of a chargeback request will be determined by the buyer's financial institution.
When a buyer files an A-to-z Guarantee claim, they are dealing directly with officialreseller.com. Buyers can only file claims within a specific time frame, and the decision about whether to grant a claim is made by officialreseller.com. We encourage buyers to file A-to-z Guarantee claims rather than chargebacks, but ultimately it's the buyer's decision how to proceed. The information that we provide to buyers can be viewed online in officialreseller.com Help.
The buyer requests you cancel an order.
There is no mechanism available for buyers to cancel Marketplace orders once they have been completed. In those cases, the buyer will sometimes contact you directly to request that the order be cancelled. If you haven't shipped the item, simply cancel the order. If you have already shipped, request that the buyer return the item, and issue a refund if you had confirmed the shipment.
The buyer is unable to receive the order at the address provided.
If the buyer cannot receive the item at the address submitted (or if the address is obviously invalid), please cancel the order.
You may want to contact the buyer to inform them of this situation, but you should not ship to another address if they ask you to. For reasons of account security, we cannot permit buyers to change their shipping addresses after an order is placed. Feel free to ask the buyer to place a new order with a valid shipping address. The order should be cancelled even if you are not able to reach the buyer by e-mail.
Out-of-policy return requests
Occasionally a buyer's return request does not fit within the parameters of the officialreseller.com return policies. This can include return requests submitted after the return time-frame has passed, items that are not eligible for return, and items with issues related to a manufacturer's warranty.
It is up to you to decide how to proceed with these requests, either to approve or close (decline) them. If you decide to close a request, we encourage you to tell the buyer the reason, providing as much detail as possible.
Keep in mind that the buyer may decide to file an A-to-z Guarantee claim if you close the return request or issue a partial refund. The buyer's claim will be reviewed, and you will be asked to provide additional information. Learn more about the A-to-z Guarantee claim process.
For most items, the return request must be submitted within 30 days after the order is delivered. Learn more about category-specific return policies.
In some cases, a reasonable restocking fee may be charged to a buyer for returned items.
Once a refund is initiated it will take upto 5-7 business days to reflect in the bank account / Card / Wallet that was used to make the payment.