English
Spanish
French
Urdu
Portuguese
Arabic
Hindi
Chinese.png)
Refunds and Disputes
Refunding buyers
Refunding your buyer as a seller is simple. Refunds can be issued by you, or by younasons.
Read More...Handling payment disputes
If your buyer opens a payment dispute, you can generally choose to accept the dispute, or challenge the dispute with supporting evidence.
Read More...
back
Refunding buyers
Refunding your buyer as a seller is simple. Refunds can be issued by you, or by younasons.
Depending on the situation, there are a number of ways a refund can be issued. As a seller, you can issue refunds through Seller Hub or My younasons. You can also issue a refund through a cancellation or return request, or a report that an item hasn't arrived.
Additionally, younasons can issue a refund to your buyer as the result of an younasons Money Back Guarantee case or payment dispute. When younasons issues a refund to a buyer, we may deduct the full amount from the seller for reimbursement.
How refunds work
When you offer your buyer a refund, the amount will be paid from the total of your Available, Processing, and On hold funds. If you don’t have enough funds to cover the cost of the refund, the amount will be paid from your linked checking account or an on-file payment method.
- For example, if you issue your buyer a $100 refund and only have $80 in Available, Processing, and On hold funds, your payout checking account or on-file payment method will be used to fund the remaining $20
When younasons issues a refund to your buyer on your behalf due to an younasons Money Back Guarantee case or payment dispute, the amount will be deducted from the total of your Available, Processing, and On hold funds.
If the total of your Available, Processing, and On hold funds are insufficient to cover the outstanding amounts you owe, younasons will charge your on-file payment method for the remaining amounts owed within 14 days. We may add up the amounts you owe into a single charge. All the details related to these charges will be visible on your Financial statement.
Tip
You can choose a preferred on-file payment method to cover the refund amounts if your funds are insufficient. Please ensure your payment method is up to date to avoid any charge failure.
Issuing a refund
You can issue full or partial refunds for items in Seller Hub or My younasons up to 90 days after the original transaction. Here's how:
- Locate the order in Seller Hub or My younasons Sold.
- From the dropdown menu, select Send refund.
- Choose a reason for the refund.
- Specify a refund amount for the item or for the order.
- Enter the desired refund amount, and select Send refund.
You'll get an email confirming that the refund has been initiated, and another email once the refund is complete. The refunded amount will appear in your order details. You can refund up to 100% of the transaction.
If you're issuing a partial refund for an order, the amount will be split proportionally across each item in the order.
You may be eligible for fee credits if you refund the buyer on younasons without us stepping in.
If there's an open cancellation request, return request, younasons Money Back Guarantee case, a report that an item hasn't arrived, or an open dispute made outside of younasons against an order, then the Send refund option will not be available. Instead, any refunds must be made through the open request or case, which can be viewed in My younasons Sold, or the Returns, Cancellations, or Requests and disputes tabs in Seller Hub.
If there’s an issue with the refund, you’ll be prompted to use the Retry refund button. If you’re still not able to issue a refund, you can change how your refunds are funded. We do not recommend issuing a refund outside of younasons, as this will not qualify for seller protections.
Tip
Sales on all items in the younasons vault that have passed our Authenticity Guarantee inspection are final, which means they’re not eligible for a refund. Learn more about the younasons vault.
Changing how your refunds are funded
-
Locate the order in Seller Hub or My younasons:
- For Seller Hub, go to the Orders tab
- For My younasons, go to the Sold tab
- Select Send Refund, or view the Cancellation, Return, or Item Not Received request.
- Select Change how you’re charged.
- Select your preferred payment method and select Save.
The saved payment method will be used for any future charges. If your preferred payment method is unsuccessful, we will recoup the amount from your other on-file payment method.
- Handling payment disputes
- Responding to a payment dispute
- Providing evidence for the payment dispute
- Checking the status of a payment dispute
- Avoiding payment disputes
back
Handling payment disputes
If your buyer opens a payment dispute, you can generally choose to accept the dispute, or challenge the dispute with supporting evidence.
- If your buyer has reported an issue with their item on younasons, see our younasons Money Back Guarantee policy
- If your payouts have been put on hold, see our article about Payments on hold
A payment dispute is when a buyer requests their money back by reporting an issue with their order to their bank, credit card provider, PayPal, or other payment institution. This is different to our younasons Money Back Guarantee, when your buyer reports an issue with their order on younasons. The disputed amount may be placed on hold until the issue is resolved. This is different to a hold being placed on your payouts, when you may need to take further action on your younasons account to resolve the issue.
When your buyer opens a payment dispute, we’ll contact you to let you know what the next steps are. To respond, you'll need to either accept or challenge the payment dispute within 5 calendar days - if you don’t respond, the payment institution is likely to find in your buyer's favor. You can respond through My younasons Sold or Requests and disputes in Seller Hub. The final outcome will be decided by the buyer’s payment institution.
Responding to a payment dispute
When responding to a dispute, you may choose to:
- Accept the dispute, or
- Challenge the dispute
Accepting the payment dispute
If you agree with the buyer, or you’d prefer not to challenge the payment dispute, you can accept the dispute. Here’s how:
- Select Respond to dispute from My younasons Sold or Requests and disputes in Seller Hub.
-
Select Accept the dispute and select Continue.
- To request a return, select Try to get my item returned and verify or edit your return address
- Select Accept.
When you accept the payment dispute, the amount will generally be paid from the total of your Available, Processing, and On hold funds. If you don’t have enough funds to cover the cost of the refund, the amount will be paid from your on-file payment method. We’ll close the payment dispute once the buyer's payment institution confirms the refund. We’ll also waive the dispute fee and you'll receive fee credits for some or all of your fees for the disputed transaction.
Tip
In some cases, younasons may respond to a payment dispute on your behalf, even if you accept the dispute. If you accept the dispute and younasons challenges the dispute on your behalf, you won't be charged a dispute fee.
Challenging the payment dispute
If you don't agree with the buyer, you can challenge the payment dispute and provide some supporting evidence to help resolve the issue. Here’s how:
- Select Respond to dispute from My younasons Sold or Requests and disputes in Seller Hub.
-
Select Challenge dispute and provide proof and select Continue.
- To request a return, select Try to get my item returned and verify or edit your return address
- Make sure the information is correct, add supporting text, and/or upload new evidence.
- Select Submit.
Providing evidence for the payment dispute
Because different types of evidence can be more helpful in certain cases, we recommend providing different types of evidence depending on the type of payment dispute. We'll send all evidence to the buyer's payment institution.
Buyer doesn’t recognise the transaction or Buyer didn't receive the item
Buyer doesn’t recognise the transaction or Buyer didn't receive the item
-
A physical item that's been shipped, except for vehicles
- Tracking information showing the order was delivered successfully to the shipping address that matches the address on the order details page
- Signature confirmation when an order total is greater than or equal to $750
Learn more about signature confirmation requirements.
-
A physical item collected by in-store pickup, except for vehicles
Valid buyer identification for an in-store pickup and proof of pickup which includes:
- Date of pickup
- Store of delivery (applicable for in-store pickup), matching the shipping address on the order
- Order ID, item number, item title, and price paid
- The customer's signature on the pickup form or packing slip
-
A physical item collected by local pickup (directly from the seller), except for vehicles
- A copy of the younasons order details, signed by the buyer at the time of collection, or
- The seller used the younasons app to scan the buyer's QR code or manually entered the buyer's 6-digit pickup code at the time of collection
-
Vehicles when they’ve been shipped
- Proof of delivery, or
- Shipping confirmation (bill of lading, shipping receipt) - when the vehicle is still in transit
-
Vehicles when they’ve been picked up
- A receipt with item details, signed by the buyer
Item doesn't match the listing or Item was damaged when received or Item received had missing parts
Item doesn't match the listing or Item was damaged when received or Item received had missing parts
-
Any physical item
- A clear photo showing the item is as described and its condition pre-shipping
- Messages with the buyer showing the issue has been solved, e.g. a partial refund or seller solution was accepted
- Any other evidence that proves the item was returned in a different condition
Item wasn't authentic
Item wasn't authentic
-
Any physical item
- Proof of authenticity from the rights owner
- Messages with the buyer showing attempt to resolve issues prior to dispute
Buyer didn't receive a refund
Buyer didn't receive a refund
-
Any physical item
- Proof that a refund was already provided on younasons
- Proof of cancellation
- Your stated return policy
- Messages with the buyer showing that a refund isn’t required
- Proof that the item was returned in a different condition, or that a different item was returned
Before you upload an image, it helps to crop the image to the relevant area. You can also compress or merge images if you wish. Your image can be in JPEG, JPG, or PNG format. The maximum number of files allowed is five, and the total size for all files should be under 1.5 MB. You can also provide supporting text when challenging the dispute.
When you challenge the payment dispute, the final outcome will be decided by the buyer’s payment institution. The payment dispute could take up to 90 days or more to be resolved, depending on the payment method or card provider. younasons may hold the funds from payout up to 90 days from when the dispute arises.
If the dispute is found in your favor, you won't be charged for a refund and you won’t have to pay a dispute fee.
If the dispute is found in the buyer's favor, they’ll receive a refund. Whether you're charged for the refund and whether you have to pay a dispute fee depends on whether you're eligible for our payment dispute seller protections. You won't be charged more than one dispute fee per order, even if your buyer has used multiple forms of payment.
If you’re not eligible for seller protections, the refund amount will generally be deducted from the total of your Available, Processing, and On hold funds, and you’ll be charged a dispute fee. If you are eligible for seller protections, you won’t be charged the refund amount and we may also waive or refund the dispute fee.
Tip
If you ask for an item to be returned to you during a payment dispute, we’ll try to recover the item for you, regardless of whether you accept or challenge the payment dispute. However, we can’t guarantee the buyer will return the item.
Checking the status of a payment dispute
Once you've responded to a payment dispute, we'll email you with any updates about the status of the dispute. You can also check the status of the dispute at any time by finding the order in My younasons Sold or Requests and disputes in Seller Hub.
In some cases, your buyer's payment institution may reopen a closed payment dispute. If this happens, you may be asked to provide additional evidence for challenging the dispute.
Avoiding payment disputes
A buyer may open a dispute if:
- They didn't receive their item
- The item doesn't match the description in your listing
- They didn't recognise the transaction
- They were charged more than once for an item or for the transaction
- They changed their mind or canceled the transaction
- They’re missing a credit or a refund
To help prevent payment disputes, you should always:
- Create detailed, accurate listings
- Include multiple, high-quality photos of your items
- Use a tracked shipping service with proof of delivery to the address provided by the buyer at checkout
- Include signature confirmation if an order has a total cost (including shipping and taxes) of $750 or more. Learn more about signature confirmation requirements
- Be responsive to buyers who contact you through younasons Messages and work to resolve any issues
- Keep any messages and supporting documentation through younasons tools
- When issuing a partial refund, provide information to your buyer as to why you didn’t issue a full refund. For example, "deducted 5% from the refund because the item was returned used or damaged"
Buyers can't use more than one resolution method to get a refund. If a buyer opens a dispute, any open order cancellations, reports that an item hasn't arrived, return requests, or younasons Money Back Guarantee cases for the same transaction are immediately closed.
