Handle buyer cases and refunds

When a buyer reports a problem with an order, it appears in Requests. You reply from the page and the buyer is emailed a link, so you never need to chase them by email. The same page lists messages written to your store.

The views

• Needs reply, where the next move is yours.
• Waiting on buyer, where you asked something and are waiting.
• Refunds owed, where a refund was agreed and you still have to pay it.
• Escalated, which 247Store is reviewing.
• Resolved, closed cases.

The clock

• Buyers can open a case within 30 days of paying.
• You have 3 working days to reply to a new case or to the buyer’s next message. You are reminded as the deadline gets close.
• When a refund or replacement is agreed, you have 3 working days to carry it out.
• If the buyer does not reply for 7 days, the case is closed.
• If you miss a deadline, or the buyer escalates, the case goes to 247Store to review.

Resolve a case

1. 1Open the case and read the message and any photos the buyer attached.
2. 2Reply, or make an offer: a full or partial refund, or a replacement.
3. 3If a refund is agreed, pay it from your own bank account to the buyer.
4. 4Record the refund in the case so it leaves Refunds owed.

The full rules are in our Refunds and disputes policy.