Responding to a refund request
After a buyer submits a request for a refund, sellers have three options to choose from. Approve after return of item, issue refund now, and deny refund request.
When the buyer submits a refund request and you agree to have the item returned, select Approve after return of item. This indicates to the buyer that you agree to have the item returned for a refund, and Reverb expects the refund to be completed within 48 hours of the item being delivered back to you.
If you select Issue refund now, Reverb will immediately send the buyer’s money back to them. If this was an order Reverb already issued your earnings for, you will receive a negative balance in your Reverb account where your billing card will be charged the following business day.
Deny refund request should be selected if the buyer submitted a refund request outside of your return policy or if the buyer has decided to rescind the request.
No matter which option you select, the buyer will be notified. You can also write a note when responding to a refund request.
How do I initiate a refund on an order?
To initiate a refund on the web:
- Head to your Orders page.
- Locate the Order.
- Select Issue refund now or Review and complete refund.
- Select Full or Partial refund.
- Select the Reason for Refund.
- Leave a note to the buyer if you would like.
- Select Issue Refund.
If the item is being returned to you, once you have it back and it has been inspected, you can go back to your Orders page and select Review & Complete Refund. Reverb will then send the buyer’s money back to their account, and you will have a negative balance in your statements page that Reverb will collect the following business day.
Initiating a refund on the Reverb app:
You can refund orders via the most current version of the Reverb App on both Android and iOS.
- Select My Reverb.
- Select Orders.
The rest of the steps will mirror the web experience above.