In this article, we will guide you through effectively managing return/refund requests on Seller Center App. By the end, you will be equipped with the knowledge to navigate and handle different types of requests using our new Returns/Refunds page.
Experience the new Returns/Refunds page and download Seller Center app by clicking the links below:

• iOS
• Android

Accessing the Returns Page

Accessing the Returns page on Seller Center app is simple. From the homepage, tap on 'Returns' to be redirected to the Returns/Refunds page, where you can view all your return/refund requests.
Alternatively, tapping on 'Pending Returns' will redirect you to the Returns page with requests having the 'Pending Returns' status.

Filtering Return/Refund Requests

With the new update, you can conveniently browse and filter your return/refund requests by order status and action type.

Filter by Order Status

By tapping on the 'All Orders' dropdown menu, you can see different order statuses and the number of requests in each status:

• All orders
• Pending requests
• Completed
• Disputed
• Auto-approved

Filter by Action Type

You can also filter your return/refund requests by action type, allowing you to view requests based on specific actions and manage them more efficiently. Simply tap on the 'Action Type' dropdown menu and choose from the following options:

• Pending approval for return
• Pending receipt of returned package
• Pending approval for refund
• Pending approval for replacement
• Pending evidence upload

Sorting Orders

Furthermore, you have the option to refine your results by sorting and filtering your orders.
You can sort your orders by:

• Time updated (newest first)
• Time updated (oldest first)
• Refund total (highest first)
• Refund total (lowest first)

You can also filter your orders based on the following criteria:

• Urgency: Respond within 24 hours.
• Time created: today, yesterday, this week, this month, last month, custom.

Searching for Returned Orders

You can easily search for your return requests or returned orders in two ways:

Search by Return Order ID, Order ID, or Return Tracking Number

Search by Scanning the Shipping Label

Managing Return/Refund Request

On the Returns/Refunds page, you will find 3 types of requests that you need to review:

• Return orders
• Refund orders
• Disputed orders

Handling these types of requests follows a similar process. In the following section, we will guide you on accepting or rejecting the request.

Accepting a Request

Accepting requests is a simple process. Please follow the step-by-step guide below:
❗️Important: If you approve the return requests, you need to wait for the buyer to return the parcel and then inspect the item(s). As a seller, you will have the option to either accept or reject the return parcel:

• Accept: You will be able to accept the refund at any time. The system will initiate a refund to the buyer.
• Reject: You will be able reject the refund after the item has been delivered, or if it has been in transit for more than 5 calendar days. You will also need to select the reason for rejection and upload any necessary evidence.

💡 Seller Tip: Save time by quickly responding to requests directly from the main Returns/Refunds page with just a few steps:

Offering a Partial Refund

The option to offer a partial refund is now available for return and refund requests. You can use this option to provide a partial refund and allow the buyer to keep the item, enhancing their satisfaction.
Follow these simple steps:
To learn more about partial refunds, please visit this article.

Rejecting a Request

Rejecting a request follows a similar process, but as a seller, you are required to provide an appropriate rejection reason and upload evidence. Follow the steps below to reject a request:

Contacting the Buyer

To better understand the buyer's request, it is recommended to contact them via IM chat. Here's how you can initiate the conversation:

Initiating an Appeal for Return/Refund Requests

You can quickly submit an appeal an appeal for return or refund requests directly from the order card, provided the following criteria are met:
To submit an appeal, follow these simple steps: