We understand that it can be unexpected to receive a refund request on an item you've sold. Here are some steps for reviewing a refund request.
Review your return policy to evaluate whether the buyer is eligible. If the buyer has reached out within the days allotted for a return, you are expected to accept their request under the terms of your policy. If the buyer has requested a return outside of the allotted time to do so, let them know and politely decline their request.
Outside of your individual Shop Policies, buyers are protected by our Reverb Buyer Protection on anything that arrives damaged or not as described, if issues are brought to the attention of Reverb or the seller within 7 days of delivery. This also includes orders that were paid by the buyer but not shipped out within our 3 business day time-frame.
We do expect sellers to accept a return for a full refund if the above criteria are met. If your order was not shipped out within 3 business days of the buyer submitting payment and they request a refund, you would need to honor that request.