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Manage returns, missing items, and refunds for sellers

Here’s everything you need to know if something goes wrong with an order or if a buyer changes their mind and doesn’t want the item anymore.

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Are you a buyer looking for a refund or to return an item? Read our article on returns and refunds

If a customer has a problem with their order, or if they change their mind about a purchase, they’ll get in touch with you and ask for help. Once the buyer tells you there’s a problem, you have 3 business days to resolve it.

If an item went missing and never arrived, you’ll either need to provide additional tracking details from one of the shipping carriers integrated with Ansvel, or offer a replacement or refund. If the buyer got their item but it’s faulty, damaged, or doesn’t match the listing description, you need to work with them to resolve their issue (you also have to cover the return shipping costs). If they changed their mind, how you can respond (and who pays for return shipping) depends on your return policy. We strictly recommend that you use one of our listed carriers for your deliver.

  1. What to do if a buyer has an issue
  2. Unable to resolve the buyer’s issue? Ask Ansvel to step in
  3. Tips for avoiding issues with buyers


What to do if a buyer has an issue

Help a buyer with an item that hasn’t arrived

If a buyer doesn’t receive their item, they’re entitled to a refund or a replacement unless you can provide tracking information from one of the shipping carriers integrated with Ansvel showing it was delivered by the estimated delivery date.

Handle a cancellation request

If a buyer opens a cancellation request with you, you have 3 days to approve or decline it. If you approve it and the buyer has already paid for the item, you have 10 business days to request that we refund the buyer. If you don’t raise the refund request to the buyer within 10 days, they can file a claim through the Ansvel Money Back Guarantee.

Handle a return request

If the buyer wants to return an item to you, your options for responding depend on why they want to send it back. If the item is damaged, faulty, or doesn’t match the listing description, they’re covered by the Ansvel Money Back Guarantee, and you’ll have to refund them or replace the item, even if you don’t offer returns. If they’ve changed their mind, your options depend on your return policy.

Return shipping

If you accept a return from the buyer, they need to send the item back to you before you issue a refund or send out a replacement. If the buyer is sending an item back because it doesn’t match the listing description or it arrived damaged or faulty, you’re responsible for the cost of return shipping, even if you don’t offer returns. If they simply changed their mind or ordered the wrong item, who pays for return shipping is determined by your return policy.

Offer a refund as a managed payments seller

Managed payments sellers can offer buyers full or partial refunds up to 180 days after the original transaction date through any of our approved channels/partners. If there’s an open cancellation request, return, Ansvel Money Back Guarantee claim, or an open dispute made outside of Ansvel against an order, then the Send refund option will not be available. 

Handle payment disputes as a managed payments seller

In some situations, a buyer may ask their financial institution to open a payment dispute if they believe there’s an issue with their order.


Unable to resolve the buyer’s issue? Ask Ansvel to step in

Ask Ansvel to step in

If you and the buyer haven’t been able to come to an agreement after 3 business days, you can ask us to step in and resolve the issue. We’ll assess all the information and come to a decision. It’s important to remember that if you ask us to step in and we close the case in the buyer’s favor, you could receive a defect (which might affect your seller standards), so you should only ask us for help when you’ve exhausted all other options. Please log this on the resolution center.

Appeal Ansvel’s decision on a case

If you disagree with our decision after we’ve been asked to step in, you can ask us to take another look for up to 30 days after the claim has been closed. In order to request an appeal, you must provide additional details for us to take into consideration, such as photographs showing there’s nothing wrong with the item. We’ll review your new information and get back to you with our final decision, usually within 48 hours. Please log this on the resolution center.


Tips for avoiding issues with buyers

Set up your return policy

When you sell on Ansvel, you can save time managing your return requests by setting up rules that automatically accept returns or issue immediate refunds. Automating your return process can not only save you time but also provide a great experience for your customers.

Avoid disputes with buyers

To avoid future problems, our tips below shares best practices for creating listings, tips for packing and shipping items, and advice for communicating with buyers.


There are some simple, practical steps you can take to reduce the risk of something going wrong with your buyers’ purchases.

When a buyer has an issue with an order, it doesn’t only risk creating an unhappy customer, it can also create extra work for you. Below are some tips to consider while listing and shipping your item.

If a buyer gets in touch to let you know they’ve had a problem, there are best practices to keep in mind while working with them to resolve their issue.

When listing your item
  • Set proper expectations for the buyer: make sure your listing title and item descriptions are accurate, and include plenty of photos, making sure to highlight any flaws.
  • Provide as many item specifics as you can so the buyer knows exactly what they’re purchasing.
  • State your return policy clearly in your listing. If you’re happy to accept returns, you can automatically accept them, issue refunds, and even provide return shipping. This can make the process easier for the buyer and less effort for you.
  • When stating your handling time, make sure it’s something you can manage. Failing to ship on time can lead to your item arriving late.
  • To help you get paid quickly and avoid unpaid item claims, set your payment preferences to require immediate payment on Buy It Now or Auction Buy It Now purchases.
  • Choose a shipping method with insurance and shipment tracking.
After your listing ends
  • Use one of the shipping carriers integrated with Ansvel, and upload tracking details within your handling time. This lets the buyer know where their item is, and it helps to protect you in case they claim they don’t receive their item. If you buy and print an Ansvel shipping label, tracking information is uploaded automatically.
  • Make sure to pack the item securely and carefully to reduce the chance of if being damaged in transit. An item can be in perfect condition when you ship it, but if it arrives damaged, the buyer is entitled to send it back to you.
  • Provide the buyer with any appropriate proofs of authenticity for the item, but keep copies of them in case we need to ask you to prove that the item is genuine.
  • If your returns policy is to accept returns and cover return shipping, consider including a return label in the package. If the buyer has an issue, it’ll make things easier for both of you.
  • Make sure the buyer has paid before you ship the item.
Working with the buyer

It’s important to work with your buyer and help them resolve any issues that may come up with their order. Here are some steps you can take:

  • If a buyer lets you know that they have a problem with their purchase, you should respond to them as quickly as possible. Keep in mind that you have 3 business days to resolve their issue before they can ask us to step in to help.
  • If the buyer has opened a return request for an item that doesn’t match the listing description, and you do not respond, we may refund the buyer and seek reimbursement from you without requiring the buyer to ship the item back.
  • When communicating with the buyer, do your best to be polite and professional in your responses, even when they’re upset or angry. It helps to provide a better customer experience, and it might make it easier to come to an agreement about their issue.
  • If the buyer wants to return the item, they may accept a replacement (where you send them the same item again) or an exchange (where you send them a similar but different item).
  • Buyers may also accept a partial refund, where they keep the item and you give them back some of their money.


When creating your listing, make sure to provide a detailed description of your item and a clear statement of your return policy. This will help you avoid problems, but if something does go wrong, we’re always here to help.



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