Learn more about returns and refunds

How do I refund a buyer who paid with Depop Payments?
You can now refund users in app. Follow these steps :

 

Tap  Seller_Hub.png > tap All sold items.

Select the transaction you’d like to refund > tap Refund.

To send a full refund, follow the steps for Full refund.

To send a partial refund, switch to the Partial refund tab and type in or select the amount you’d like to refund.

Tap Continue to review the details > Confirm refund.

 

How do I arrange a return?

First, ask the buyer to return the item with tracked shipping.  

When you’ve received the item – refund the buyer.  Tap  Seller_Hub.png > tap All sold items.

Select the transaction you’d like to refund > tap Refund.

To send a full refund, follow the steps for ‘Full refund’.

To send a partial refund, switch to the ‘Partial refund’-tab and type in or select the amount you’d like to refund.

Tap Continue to review the details > Confirm refund.

 

If the refund is delayed, we will go ahead and refund a buyer on your behalf if they can show proof of return and are missing a refund from you. 

 

Heads up – You’ll need to add a top-up card (debit or credit card) to your account before you can refund buyers who paid through Depop Payments. A top-up card makes sure you can always refund buyers, even when your Depop balance is too low. Learn more about how to add a top-up card here.


Can I refund a buyer if I have a negative balance? 

If you don’t have sufficient funds in your Depop Balance to refund a buyer, Stripe Connect will put the account into a negative balance. This means your connected bank account will be debited instead. Make sure to top-up your Depop Balance as soon as possible – learn more about how here.

 

Missing a payout? A negative balance could be the reason. Stripe Connect would use any new payouts to make up for the negative balance first. Stripe Connect will resume with payouts as normal once your Depop Balance is out of negative. Read more about negative balance here.



Is the Depop Payments fee returned automatically when I refund a buyer? 

Yes. If you use the in-app refund option, your Depop Payments fee will be refunded automatically. If you’ve given a partial refund, a partial refund of the fee will be returned to you too. Learn more about Depop Payments fees here.

 

Will I be refunded for an unused shipping label?

Yes. If –
a) You’ve opted in to ‘Ship with Depop’ (US + UK only) – your unused label will also be refunded automatically. 

b) You’ve shipped with an alternative method – contact Support to receive a refund for the unused label. 

 

Learn more about our Terms of Service here

Was this article helpful?
22 out of 403 found this helpful

Articles in this section

See more