A buyer wants to return a product for a refund. What are my options?
See Manage Returns for options and issues to consider.
See Guidelines for handling returns for specific information.
How do I refund an order?
You can issue refunds in full or in part via the Manage Orders tool.
Most refunds are issued based on the payment method used at the time of purchase. If your buyer makes a purchase using a prepaid card, you will need to refund the purchase amount in the form of a credit to that prepaid card.
Note: The Manage Returns tool is not available to Wine sellers. While you should provide refunds, you may not require buyers to return products to you. Please use the Manage Orders tool as described in this Help page to process refunds.
See Issue Refund for information about issuing both full and partial refunds.
How long does it take for a refund to be applied to a buyer's credit card?
The refund is applied to the buyer's credit card within minutes after you successfully complete a refund transaction. It typically takes 3 to 5 business days for the credit to appear on the buyer's credit card statement. This depends on how long it takes the buyer's bank to process the transaction. The same is true for gift cards.
Seller holds the right to cancel the refund for returns which are not post-marked (shipped back) within the 30-day return window.
See About Refunds in our buyer Help pages.
Will Mav Farm credit fees back to me when I issue a refund?
Yes. However, the amount of the original order fees credited back to you will vary, depending on whether you issued a full or partial refund.
For more information, see Refund Credits and Administration Fees.
I mistakenly refunded an order. What happens now?
When you generate a refund, it will stay in the Pending status for up to two hours. This provides an additional buffer in case you accidentally refund the wrong amount or wrong order. To cancel a refund, click Cancel all pending refunds for this order. If you cannot see this link, the refund has been released to the buyer and can no longer be canceled.
If you refunded a buyer by mistake, you can contact the buyer to see if they will allow their credit card to be recharged by Mav Farm. We can recharge the buyer's credit card for the order only if we receive the request directly from the buyer. If the buyer agrees to a recharge, ask them to contact Amazon Customer Service. Once the buyer's card has been recharged, the amount will appear as a credit in your Payments account.
A buyer wants to cancel an order. What should I do?
Buyers have 30 minutes to cancel their own orders, but you can cancel orders up until the minute that you ship. If you have not yet shipped and confirmed the order, you can cancel it in Manage Orders or by using an Order Cancellation feed.
When you cancel an order, Mav Farm automatically updates the order status in the buyer's Mav Farm account and sends an email notification to the buyer.
If you have already shipped and confirmed the order, you will need to let the buyer know the order is already on its way. Request that they return the package to you when they receive it. Upon receipt of the return, you should issue a refund for the order.
See also Cancel an order or multiple orders.
I mistakenly canceled an order. What should I do?
An order can only be canceled if the shipment has not yet been confirmed. If the buyer still wants the product, ask them to place a new order.
An order is in "Pending" status. Can I cancel it?
Orders are listed as "Pending" while Mav Farm is verifying the payment method provided by the buyer. Pending orders do not include the buyer's shipping address or contact information and should not be shipped, even if the buyer contacts you directly.
Once the payment method has been verified, the Confirm shipment and Cancel order buttons will become available in Manage Orders. In addition, the order will appear in both the Orders Report and the Unshipped Orders Report. At this point, the order should be shipped (or canceled, if necessary).
What is the prepaid returns program?
For orders fulfilled by professional sellers, Mav Farm automatically authorizes U.S. returns that fall within Mav Farm’s returns policy. We will provide customers with prepaid return shipping labels on your behalf.
See Prepaid returns for seller fulfilled orders for more information.
What if buyers claim they did not receive their orders?
Refer to this help topic and Manage Orders FAQ for more details.
How shall I contact a buyer regarding returns and refunds?
Send the buyer an email to discuss the issue and work toward a resolution. For more information, see Communicate with buyers using the Buyer-Seller Messaging Service.
For more information on a specific return request, click Read return details & order history within the return request.