Refunds for Sellers
Refunds happen. Here is exactly what changes for you when one is approved, in plain English.
When buyers can ask for a refund
The full buyer-side rules are on the Refunds and returns page. The short version: buyers can request a return within 10 business days of delivery, and the type of refund depends on whose fault it was.
The two refund types
- Seller-fault refund (full): item never arrived, lost in transit, significantly different from description, damaged, or you cancelled before shipping. The buyer gets back the item value AND the shipping fee.
- Buyer-choice return (item-only): the buyer changed their mind. They get the item value back; the shipping fee is not refunded; they pay return shipping themselves.
What happens to your inventory
When a refund is approved, Vwaza automatically returns the units to your stock. You do not need to manually adjust the count. If the buyer is returning the item physically, you will get it back via the courier.
Returned-but-damaged stock
What happens to your money
If the escrow hold for the order is still in HOLDING, DISPUTE_WINDOW, or ELIGIBLE state, the refund comes straight out of escrow. You never lose money out of pocket, because the funds had not yet reached you. The hold's status flips to REFUNDED and your earnings for that order go to zero.
If the funds have already been paid out
Refunds against an order whose escrow hold is already PAID_OUT are blocked at launch. In practice this is rare because the dispute window is 14 days and our payout cycle is twice a month, so most refunds happen before the funds leave escrow. If a refund needs to happen against a paid-out order, our team will contact you directly to arrange a claw-back or to deduct it from a future payout. We will never silently take money out of your mobile money account.
Your role in the process
When a buyer requests a refund, Vwaza Support reviews the request and decides based on the policy and the evidence. You will be notified and you can submit your side of the story (packing photos, tracking, conversations with the buyer). Most decisions are made within 2-3 business days.
What helps you in a dispute
- Clear product photos and accurate descriptions on your listing.
- Photos of the packed parcel before drop-off.
- A tracking number with a real carrier.
- Polite, prompt communication with the buyer through Vwaza messaging.
Refunds are not the end of the world