With the “ Buy via Vendora ” service, the buyer has the option to request a refund if the item received differs from the advertisement.
Important : The money doesn’t appear in your bank account, but the seller hasn’t accepted the transaction? See the difference between a refund and a pre-authorization release here .
Transaction with shipment
- Inspection period: The buyer has 2 days from receipt to inspect the item. If it is different from the advertisement, they can send a return request to the seller.
- Reasons for return: The buyer can choose one of the following reasons:
- The item is significantly different from the description or Damaged in transit
- I don’t want to keep it.
If the buyer states in the return request “ Item is significantly different from description” or “Damage in transit” , the seller must accept it. If the seller rejects it, the transaction will be put on hold and a Vendora mediator will help resolve it.
If the buyer states in the return request “ I don’t want to keep it” and the seller rejects it, the payment is automatically released to the seller, as they are not obligated to accept it.
Important: For reasons of transparency and fair dispute resolution, only the first reason stated by the user in the return request is taken into account. This avoids changes or conflicting claims that could delay or complicate the process.
Seller’s decision regarding the return request:
- Approval:
- Return of parcel & refund :
- The item is significantly different from the description or Damaged during shipping: The seller covers the return cost.
- I don’t want to keep it: Buyer covers return costs.
- Refund Only (Buyer Keeps Item): Full refund to buyer.
- Return of parcel & refund :
- Reject or no action:
- Item is significantly different from description or Damage in transit: The transaction will be put on hold and a Vendora mediator will help resolve it.
- I don’t want to keep it: Payment is released to the seller.
Cancellation of request by the buyer: Payment is released to the seller.
Return shipping payment:
- If payment for the return is not made:
- Item is significantly different from description or Damaged in transit: Transaction will be put on hold.
- I don’t want to keep it: Payment is released to the seller.
- If payment is made for the return: The buyer can cancel the request and the payment will be released to the seller. If they proceed with the return, they will generate a shipping label.
Shipping & Delivery:
- If the buyer does not ship on time: The transaction will be put on hold and a Vendora mediator will help resolve the issue.
- If the buyer ships the item: Shipping begins.
- Delivery failure: The transaction will be paused.
- If the item is delivered :
- The seller has 2 options :
- Item Acceptance: Full refund will be given.
- Object Rejection: The transaction will be paused.
- If the seller takes no action for 2 days: The return is considered successful and a full refund is issued.
- The seller has 2 options :
Transaction via Meet in person
During the meeting, the buyer has 30 minutes to inspect the item and approve or reject it.
- If the buyer approves the item: The transaction is completed and no refund is possible.
- If the buyer finds a problem with the item: They can click “Reject” to request a refund. Vendora’s standard refund procedures will be followed.
Refund not completed
The refund is processed automatically. The amount will appear in the original payment method (within 3-5 business days, depending on the bank) or in Vendora Wallet (immediately).
The refund receipt is available in the “Transactions” section, in the history of each purchase.
Do you have any other questions or need help? Send us a message!
