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Refund Policy

When you sell at, you're held to a high standard. It is your responsibility to work with the buyer to resolve differences. Communication is usually the key--simply explaining a delay or reassuring a buyer puts most issues to rest. On those rare occasions when the problem persists, it is up to you and your buyer to reach a mutually agreeable solution.

Here are some situations when you may need to refund, accept returns or cancel orders:

  • You can't fulfill an order.
  • The customer doesn't receive your order.
  • The customer returns an item.
  • The customer files a credit card chargeback.
  • The customer requests you cancel an order.
  • The buyer is unable to receive the order at the address provided.

You can't fulfill an order.

Sellers are required to have their items on hand and ready to ship. That said, if you sell often enough, it's inevitable that at some point you'll sell an item only to discover it's out of stock--or broken on the kitchen floor. If you will not be able to ship an item within 2 business days, you should cancel the order. 

The customer doesn't receive your order.

Work with the buyer to reach a mutually agreeable solution in regard to this transaction. How you decide to proceed is ultimately determined by you and your customer service policy, but all sellers are expected to demonstrate a high level of customer service.

Your options include:

  • Refunding the buyer. This is generally the most customer-friendly resolution. If the order eventually arrives, can recharge the customer with their explicit authorization.
  • Shipping or drop-shipping the order at your cost. While this may be a financial loss for your business, it is generally a customer-friendly solution.
  • Asking the buyer to wait a bit longer for their order to arrive. If you choose this option, please be aware that the buyer may file an A-to-z Guarantee claim.  

The customer decides to return an item

Buyers can return new media items (CDs, DVDs) in their original condition postmarked within 30 days of shipment. If the item returned is not defective/damaged/materially different, you can assess a reasonable restocking fee which should not exceed 20%.

For used media, defects/damage/material difference should be reported to you within 14 days of receipt and the returned merchandise should still be postmarked within 30 days of shipment. There should be no restocking fee charged if the item is defective/damaged/materially different.

Electronics also have firmer guidelines for returns. If your merchandise is shipped new and unopened, return should be accepted less a reasonable restocking fee (for example, 15%) if the package is opened. If the item is shipped as new or used and is defective or damaged upon receipt, the buyer should report the defect/damage to you within 14 days of receipt and make return arrangements. If the item becomes defective more than 30 days after shipment and is under warranty, please assist the buyer in pursuing a warranty claim with the manufacturer.

Watafufu Marketplace sellers are required to accept returns even if the merchandise was exactly as described.  If you refuse to accept the return of an item that is less than $300 and determines that it is materially different, you may be held responsible for any Guarantee claim or charge dispute filed for the transaction.

As with the retail returns policy, there are no returns of hazardous items that are gas-powered or contain flammable liquids and computer laptops or desktops more than 30 days after delivery.

In cases where you are not responsible for the return, the return shipping costs should be borne by the buyer. Upon receipt, please issue a refund to the buyer.  

In cases where you are responsible for the return, you may choose to reimburse the buyer for return shipping costs in advance or upon your receipt of the returned item.   

The customer files a credit card chargeback  

When a customer files a chargeback with their credit card company, will contact the seller to request additional information about the transaction. Though these claims may appear similar, there are several key differences between guarantee claims and chargebacks.

For instance, customers are working directly with their credit card companies when they file a chargeback. Customers can file a chargeback with their credit card company at any time, from one day after the transaction has taken place to months later. Sellers are responsible for service chargebacks. Though does request information in the process of investigating a chargeback, the final outcome of a chargeback request will be determined by the customer's financial institution.

The customer requests you cancel an order.

There is no mechanism available for buyers to cancel a Marketplace order once it has been completed. In those cases, the buyer will sometimes contact you directly to request that the order be cancelled. If you haven't shipped the item, simply cancel the order. If you have already shipped, request that the buyer return the item, and issue a refund if you had confirmed the shipment.

The buyer is unable to receive the order at the address provided.

If the buyer cannot receive the item at the address submitted (or if the address is obviously invalid), please cancel the order.

You may want to contact the buyer to inform them of this situation, but you should not ship to another address if they ask you to. For reasons of account security, we cannot permit buyers to change their shipping addresses after an order is placed. Feel free to ask the buyer to place a new order with a valid shipping address. The order should be cancelled even if you are not able to reach the buyer by e-mail.

If you already shipped the order and confirmed the shipment, but the order was returned to you as undeliverable, please issue a full refund for the order.