Respond to a customer's refund request

Open Reviews & Refunds in your seller account and find the refund request. Check its remaining review time so you can respond before the period ends.

Review what the buyer sent

1. Select Respond on the request.
2. Check the buyer, product, and order reference.
3. Read the selected reason, the buyer's message, and any screenshots.
4. Enter your response. A response is required when declining and optional when approving.

Address the problem itself. If a file was missing or the product differed from its description, explain what you found. Do not ask the buyer to send passwords, full payment details, or private documents to prove the issue.

Approve the refund

Select Approve Refund and read the confirmation before choosing Yes, Approve Refund. Approval cannot be undone from this screen.

The confirmation shows the refund amount and may warn that the refund will leave an amount owed or delay a pending withdrawal. Review those effects before confirming. The refund cost includes the applicable fees described in the dialog, so it may differ from the net earnings you originally received.

Decline the request

Write a clear explanation in Your response, then select Decline Refund. Give the buyer enough information to understand the decision. A buyer can ask support to review a seller rejection.

If you do not respond during the review period, the request is approved automatically. Use the time shown on the request rather than relying on an old reminder.

After responding, check the request's updated status. If it reports a failure, ask support to review that request before trying further financial actions.

See seller earnings, withdrawal holds, and payment disputes.