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What is Reverb’s policy for seller-initiated canceled or refunded orders?

The following updates to our Community Rules for Sellers go into effect on July 1, 2022.

We’re always looking for ways to bring more buyers to our seller community. That includes taking a look at our policies to make sure that they help buyers have great experiences that will bring them back again and again. With that in mind, we’re evolving our policy on seller-initiated cancellations and refunds, starting July 1.

Seller-initiated order cancellations and refunds create a poor experience for buyers and can make them less likely to purchase again from Reverb sellers. To help maintain buyer trust, we’re asking that sellers cancel and refund no more than 5 orders in a month. This means starting July 1: 

  • Payment processing fees will continue to be refunded to sellers for orders at or below the 5 refund monthly threshold.
  • Payment processing fees will be charged for canceled and refunded orders above the 5 refund monthly threshold.

This only applies to fully refunded orders (not partial refunds) and it does not apply to refunds initiated by the buyer through the refund request tool.

You can view and track your seller-initiated cancellation and refunds in your seller dashboard and read the full updated policies below. 

Read our updated Community Rules for Sellers and Billing Policy

FAQs and additional resources

When does this new policy go into effect?

This new policy will go into effect on July 1, 2022. Seller-initiated cancelations and refunds made before July 1, 2022, will not factor into this new 5 refunded order monthly threshold. 

How can I view and track my refund rate?

You can view and track your refund rate in your seller dashboard.

What if the buyer made an accidental purchase?

If a buyer makes an accidental purchase, please ask the buyer to request a refund for the order. If you cancel and refund the order on the buyer’s behalf, that order will be counted as a seller-initiated cancelation and refund.

What if the buyer wants to return the item?

If a buyer wishes to return an item, please ask the buyer to request a refund. If you cancel and refund the order on the buyer’s behalf, that order will be counted as a seller-initiated cancelation and refund.

What if the buyer wants to cancel?

If a buyer wishes to cancel an order, please ask the buyer to request a refund. If you cancel and refund the order on the buyer’s behalf, that order will be counted as a seller-initiated cancelation and refund.

What if the item was bought fraudulently?

If you believe that you’ve received a fraudulent order, reach out to the Reverb Support team. Orders canceled due to fraudulent activity do not count toward your seller-initiated cancelation and refund threshold. 

Does an offer that gets canceled because it was accepted and not paid count against my cancellation threshold?

No. Only orders that were fully paid and then canceled and refunded by the seller will go towards the cancelation and refund threshold.

Do all “seller-initiated” refunds go towards this refund threshold?

Refunds requested by the buyer through the refund request tool only are not considered “seller-initiated”. In addition, refunded orders resulting from an item being lost in transit or damaged during delivery are not typically considered "seller-initiated”. Please note that these claims are monitored and in some cases, supporting documentation may be requested.

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