Returns & Resolution
Clear after-sales policies protect both the buyer experience and your operating rhythm. This guide brings returns, cancellations, and resolution handling into one seller-facing view.
When returns are typically allowed
- Returns are typically allowed only when the effective policy allows them, the product is returnable, the item is delivered, and the request falls within the valid window.
- Digital products and product-level hard stops can make a return ineligible even when a broader seller default looks more permissive.
Cancellation expectations
- Cancellations are usually possible only before the configured cutoff status is reached.
- If a seller allows cancellation until ready-to-ship, an order at confirmed can still be cancelled while a shipped order cannot.
How resolution requests move
- Customer creates a request.
- System validates whether the request is eligible under the frozen order policy.
- Seller or admin reviews depending on the workflow.
- The request is approved, rejected, escalated, or auto-approved.
- Refund or follow-up outcome is completed after the required operational steps.
Need the bigger standards context?
After-sales questions usually connect back to policy clarity, listing truthfulness, and marketplace standards.