Both sides
Problems and refunds
Cancelling before it ships
| Who | When | How |
|---|---|---|
| Seller | Any time before it's marked shipped | On the sale, tap Can't send it? then Cancel the sale. The listing goes back up. |
| Buyer | Once the ship-by date (3 days after paying) has passed | On the order, tap Cancel for a full refund. |
| Nobody | 7 days after paying with no shipment | We cancel it and refund the buyer automatically. |
Every cancellation gives the buyer everything back, item and shipping. Once it's shipped, it can't be cancelled; report a problem instead.
Reporting a problem
Buyers: once an order is on its way, open it from your account and tap Report a problem.
- Pick what's wrong: It hasn't arrived, It isn't as described, It arrived damaged or Something else.
- Tell the shop what happened, in up to 2,000 characters. The more they know, the faster it's sorted.
- Tap Report the problem. The seller gets an email straight away.
The money stays held
Report it before the money is released: that's about 13 days after it ships (10 days until it counts as arrived, then 3 days to check), or as soon as you tap It's all good. See when the seller gets paid.
Talking it through
The problem shows on the buyer's order page and the seller's sale page as a timeline. Either side can reply, and the other gets an email each time.
What the seller can do
- Offer part of it back: any amount from $1 up to just under what's left. Good for a small scuff the buyer is happy to keep.
- Refund in full: everything goes back to the buyer and the order ends.
- Reply, ask for a photo, or sort a return between you.
What the buyer can do
- Answer a part refund: Take $X back settles it. You get that amount, the rest goes to the seller, and the order's done. Or tap No thanks and keep talking.
- Tap It's sorted if it turned up or you're happy after all. The problem closes and the order goes back to its usual timer.
Asking resell.store to step in
Can't agree? Either of you can tap Ask resell.store to step in. It also happens automatically if the seller hasn't replied 3 days after the problem was reported.
We read the whole conversation and what each of you said, usually within two working days, and decide one of two ways:
- Refund: the buyer gets everything back.
- Release: the money goes to the seller and the order is done.
We email you both with the outcome. The money stays held until then.
PayPal cases
Buyers can also open a case with PayPal directly. If you do, PayPal takes over: we follow whatever PayPal decides, and we email you when PayPal is reviewing it. Once the money has been released to the seller, a PayPal case is the way to go, because a refund can't be made from resell.store after that.
When refunds show up
- Refunds go back the way you paid, to your PayPal or your card.
- PayPal usually shows it within a few days.
- Sellers: a refund comes out of your share for that sale. See Getting paid.