Oops. Sometimes things don’t go as planned. We understand that accidents happen, and unhappy customers can be an unforeseen challenge.
Need to refund an order?
You can issue a refund by scrolling to the bottom of the Order Detail screen. Just be sure to let the buyer know the reason for the refund.
Need an item returned?
If you made a mistake and need the buyer to send an item back for a refund, read up on the Return Process for Swapped Orders.
The following are a couple of options for handling a situation in which the buyer is not happy with the item she received:
- You can work directly with the buyer to resolve the issue. Some sellers offer a partial refund so that they don't need to deal with a return (remember that you can issue full and partial refunds by scrolling to the bottom of the Order Detail screen). If the buyer would like to send you photos of the item, she can send them to us and we will forward them on to you.
- If after a reasonable effort, you and the buyer are not able to agree upon a resolution, the the buyer can open a Refund Claim. As part of the Refund Claim process we will ask the buyer to send photos to us showing the condition issues with the items she received. We will compare these photos to the original listing. Per our Return Policy, if we determine that the items she received are "not as described" then you will be required to issue the buyer a full refund and are responsible for covering the cost of the return shipping if you'd like the items returned to you.
Read up on more details in Kidizen's Return Policy
Contact Support if you feel you need more guidance with a dispute. We're here for you!