Cancellations and Refunds

Even with the best products and service, cancellations and refunds are a normal part of doing business. CoinDuffle provides tools to handle these situations professionally and efficiently, protecting both you and your buyers.

Order Cancellations

When a Buyer Requests Cancellation

A buyer may request to cancel their order for various reasons:

• Changed their mind
• Found a better price elsewhere
• Ordered the wrong item
• Financial situation changed

Cancellation Before Shipping

If the order has not yet shipped:

1. Open the order in Seller Dashboard → Orders
2. Click Cancel Order
3. Select a cancellation reason
4. Confirm the cancellation
5. The buyer's payment is automatically refunded
6. Inventory is automatically restocked

This is the simplest scenario — no products have left your hands and the buyer gets a full refund.

Cancellation After Shipping

If the order has already shipped, cancellation is more complex:

1. Contact the buyer — Ask if they'd like to refuse delivery or return the item
2. If the package can be intercepted — You may be able to request USPS Package Intercept (fees apply)
3. If the package is delivered — The buyer will need to return the item. Treat this as a return/refund (see below).

Seller-Initiated Cancellations

You may need to cancel an order if:

• The item is no longer available (damaged, already sold elsewhere)
• You discover an error in the listing
• The buyer's shipping address is undeliverable
• There are fraud concerns

Important: Frequent seller-initiated cancellations negatively impact your seller rating. Always keep your inventory accurate to minimize this.

Processing Refunds

Full Refunds

A full refund returns the entire order amount to the buyer:

1. Open the order
2. Click Refund Order
3. Select Full Refund
4. Enter a reason for the refund
5. Click Process Refund

For card payments, the refund is processed through Stripe and typically appears on the buyer's statement within 5–10 business days. For ACH/wire payments, you'll need to arrange the refund directly with the buyer.

Partial Refunds

A partial refund returns only a portion of the order amount. This is useful when:

• One item in a multi-item order has an issue
• You and the buyer agree on a partial refund to resolve a problem (e.g., item arrived with minor damage)
• You want to refund the difference if the item was not as described

To issue a partial refund:

1. Open the order
2. Click Refund Order
3. Select Partial Refund
4. Enter the refund amount
5. Enter a reason
6. Click Process Refund

Refund Timeline

Returns

Handling Return Requests

When a buyer wants to return an item:

1. Review the reason — Understand why the buyer wants to return
2. Check your return policy — Verify the request falls within your stated return window and conditions
3. Approve or decline — Based on your policy:
   • Approve: Provide return shipping instructions
   • Decline: Explain the reason (e.g., outside return window, item was altered)

Return Shipping

Decide who pays for return shipping based on the situation:

• Buyer's remorse (changed their mind) — Buyer typically pays return shipping
• Item not as described — You should pay return shipping
• Damaged in transit — File an insurance claim; you should cover return shipping
• Wrong item sent — You should pay return shipping

Receiving Returns

When the returned item arrives:

1. Inspect the item to verify its condition
2. Confirm it's the same item you shipped
3. Process the refund (full or partial, as agreed)
4. Restock the item if it's in sellable condition

Common Refund Scenarios

"Item Not as Described"

The buyer feels the product doesn't match your listing description.

How to handle:

1. Ask the buyer for photos and a specific description of the discrepancy
2. Compare their photos/description to your listing
3. If the listing was inaccurate, offer a full refund with return shipping paid by you
4. If the listing was accurate, explain your position calmly and offer to accept a return with buyer-paid shipping
5. Update your listing if the description could be improved

Prevention: Write thorough, honest descriptions and photograph items accurately. Mention any flaws or imperfections.

"Item Damaged in Transit"

The item arrived damaged due to shipping.

How to handle:

1. Ask the buyer for photos of the damage (both the item and packaging)
2. File an insurance claim with the carrier (see Tracking and Updates)
3. Offer the buyer a full refund or replacement
4. If you have a duplicate item, offer to send a replacement while the claim is processed

Prevention: Package items securely. Use appropriate padding, rigid mailers, and boxes rated for the weight. See Shipping Labels for packaging tips.

"Item Never Arrived"

The buyer says they didn't receive the package.

How to handle:

1. Check tracking. If it shows "Delivered," share the tracking details with the buyer.
2. If tracking shows delivery, suggest the buyer check with neighbors, their front desk, or local post office
3. If tracking shows the package is lost (no updates for 7+ days), file an insurance claim
4. Issue a refund or send a replacement while the claim is processed
5. If tracking shows delivered and the buyer insists they didn't receive it, this may be a dispute (see below)

Prevention: Use signature confirmation for orders over $250. Use tracking on every shipment.

"Changed My Mind"

The buyer simply decided they don't want the item.

How to handle:

1. If within your return window and the item hasn't shipped, cancel and refund
2. If the item has shipped or been delivered, accept the return per your policy
3. You may charge a restocking fee if stated in your return policy
4. Buyer pays return shipping for change-of-mind returns

Handling Disputes

What Is a Dispute?

A dispute (or chargeback) occurs when a buyer contacts their credit card company to reverse a charge rather than resolving the issue through CoinDuffle.

How Disputes Work

1. The buyer's bank files a chargeback with Stripe
2. Stripe notifies CoinDuffle and temporarily debits the disputed amount
3. You're notified and asked to provide evidence
4. You submit documentation (tracking proof, correspondence, photos, etc.)
5. The bank reviews the evidence and makes a decision

Providing Evidence

Strong evidence for a dispute includes:

• Proof of delivery — Tracking showing delivery to the buyer's address
• Signature confirmation — If obtained
• Correspondence — Messages showing the buyer acknowledged receipt or the issue
• Product photos — Showing the item matched the listing
• Listing screenshots — The original product description and images

Dispute Prevention

• Always use tracking and signature confirmation for valuable orders
• Communicate proactively with buyers
• Keep detailed records of all transactions
• Honor your return policy — buyers are less likely to file chargebacks if they can easily get a refund through you
• Describe products accurately to avoid "item not as described" disputes

Impact on Your Seller Account

Cancellation Rate

Your cancellation rate (seller-initiated cancellations as a percentage of total orders) is tracked:

• Under 2% — Excellent
• 2–5% — Acceptable
• Over 5% — May trigger a review by CoinDuffle

Refund Rate

A high refund rate may indicate listing quality issues:

• Under 3% — Normal
• 3–5% — Worth investigating the causes
• Over 5% — Review your listings for accuracy

Dispute Rate

Disputes are taken seriously:

• Under 1% — Normal range
• Over 1% — May result in account review
• Over 2% — May result in account restrictions

Best Practices

• Respond quickly — Address cancellation and refund requests within 24 hours
• Be fair — A generous return policy builds trust and results in more sales than it costs in returns
• Communicate clearly — Set expectations in your store policies and honor them
• Document everything — Keep photos, messages, and tracking information for every order
• Prevent issues — Accurate descriptions, quality photos, and secure packaging prevent most problems
• When in doubt, refund — A refund is almost always cheaper than a dispute, and preserves the buyer relationship