As MOM is a marketplace, it facilitates sales, rather than allowing buyers and sellers to transact directly from us. Therefore, all refunds must be arranged between the buyer and the seller.
As a private seller, you are not required to offer a refund for an item you sell if you have sent it out and retained proof that you've done so. However, if you are a registered business, you must follow the relevant distance selling regulations. Keep in mind that offering refunds is also good business, it shows that you care about your buyers and can help build your reputation as a great seller. We'll always refund you any MOM fees taken from a refunded sale, you just need to make sure you refund the buyer in full first and we can do the rest. For more information on that check out our MOM fee article
We recommend clearly informing buyers of your return policy and/or putting your return policy in your shop's bio, the same goes for if you can't fulfil a sale for any particular reason. If you can’t offer returns—particularly if you are selling items that might not match the expectations—offer the customer experience you’d love to receive yourself.
You can refund your buyer from your PayPal account by doing the following:
- Log in to your PayPal account
- On the My Account Overview page, find the item you want to refund and click 'Details'
- If you don’t see the item that needs to be refunded, click 'All Activity'
- On the Transaction Details page, click 'Refund Payment'
- Follow the directions to issue a refund to your buyer