How cancellations and returns affect payments #
Customer cancellation within 30 minutes #
Where a customer cancels an order within thirty (30) minutes of placing it, the customer may receive a full refund of the amount paid, subject to payment partner processing requirements.
In such cases, no seller earning shall arise in relation to that order and no settlement shall be payable to the seller.
Customer cancellation after 30 minutes but before ready to dispatch #
Where a customer cancels an order after the initial thirty (30) minute period but before the order reaches the “Ready to Dispatch” stage, the refund may be processed after deduction of applicable payment gateway where such deduction is permitted under the applicable payment arrangement.
The corresponding transaction shall be adjusted in the seller account and no settlement shall become payable in respect of the cancelled order.
Cancellation, return, or refund after ready to dispatch #
Once an order reaches the “Ready to Dispatch” stage or any later stage, including shipped, in-transit, out-for-delivery, or delivered status, any cancellation, return, replacement, or refund request shall be governed by the applicable Returns & Refund Policy.
Where a refund or return is subsequently approved, the corresponding transaction may be reversed and the related amount adjusted against the seller’s wallet, pending balance, available balance, future settlements, or any combination thereof.
Where the seller’s available balance is insufficient to cover the required adjustment, the shortfall may be recovered from future settlements or other amounts payable to the seller.
Seller cancellation #
Where a seller cancels an order before dispatch due to reasons including stock unavailability, inability to fulfil the order, inaccurate listings, operational issues, or other seller-related causes, the customer shall generally be entitled to a full refund.
Any payment gateway charges, refund-related charges, or other recoverable costs incurred in relation to such cancellation may be recovered from the seller through deductions, adjustments, future settlement adjustments, or other lawful recovery mechanisms permitted under Platform policies.
Returns and approved refunds #
Where a return or refund request is approved in accordance with the applicable Platform policies, the relevant order amount shall be adjusted against the seller’s account.
Where a replacement order is successfully completed, settlement shall be calculated based on the final outcome of the transaction and any applicable adjustments.
