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  3. Selling with Shipping

How sellers process a refund request

Updated

We always want your sales to be successful. But sometimes, dissatisfied buyers may reach out to you for a refund. Here’s what to expect if it happens to you.

Refund requests for in-person purchases

In-person sales are considered final once payment is exchanged. That means the item is sold as is without the possibility of a refund.

As the seller, you’re not obligated to issue refunds if a buyer is dissatisfied with an in-person purchase. That’s why you give them time to inspect the item thoroughly to make an informed decision. However, if a buyer messages you through OfferUp to see if you’re willing to offer a refund or exchange, it’s completely up to you to decide. If you agree, simply chat with the buyer to figure out how you want to proceed.

Refund requests for shipping purchases

When you ship an item, the buyer gets 2 days from the delivery date to inspect it. If they’re unhappy with the item, they can ask you for a refund through your chat messages. It’s up to you whether you will accept or decline the refund request, so please try to be fair and use your best judgment. Remember, this could affect your reputation and profile rating.

Accept a refund Decline a refund
  1. Open the OfferUp app and log in to your account.
  2. Tap Inbox, then find the message thread with the buyer’s refund request.
    • If you need more information, message the buyer. The buyer can also send photos of the item in your chat for a limited time.
  3. On the refund request message, tap Accept.
    • If you accept, the following things happen:
      • We send the buyer a prepaid USPS return label.
      • The buyer must ship back your item within 5 business days.
      • Once the USPS scans the package, the buyer's payment will be refunded back to their original form of payment.

FAQs

Do I have to accept a buyer’s refund request?

No. The choice is yours. We recommend that you make a fair and reasonable decision, but you’re not obligated to refund a buyer. Just know that if you decline a refund request for a shipped item, the buyer can still file a claim with OfferUp. If they do, we’ll perform a detailed investigation to see if their claim is valid.

Can I accept a refund request and still let the buyer keep the item?
No. In order for the refund to be processed, the buyer must ship the item back using the OfferUp prepaid return label. When the USPS scans their package, the refund will be processed.
Can I issue a partial refund?
No. If you accept a refund request, our system will refund the entire payment back to the buyer including the shipping fees and sales tax.
Does the seller pay any refund fees?
No. The seller doesn’t pay any fees to refund an item. OfferUp will provide the buyer with a prepaid return label to ship the item back.
I accepted a refund request, but the buyer never returned my item so the request expired. Will I get paid for this item?
Yes. The buyer gets 5 business days to deliver the item to the USPS and have the label scanned. If they don’t, the refund request will expire and you will get paid. To learn about payout timelines, see Getting paid.
What if the item was lost or damaged in transit on the way back to me?
If the item is lost or damaged in transit, please reach out to us for help by selecting the Contact Us button below.
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