Refund reasons
Refund reasons
📌 Different order statuses require different reasons. Check the status on the left in the table to find the applicable reasons, and include the reason name as a request parameter when making the API call. If the cancel reason is not applicable for the order status, the API will return a '25001021 Reason not match order status' error.
US market
Buyer Initiates Refund Reason​
| Order status | Buyer available refund reason | Reason name |
|---|---|---|
AWAITING_COLLECTION IN_TRANSIT | Product wouldn't arrive on time | ecom_order_shipped_refund_reason_not_arrive_on_time |
DELIVERED | Package wasn't received | ecom_order_delivered_refund_reason_not_received |
| Package received but missing item | ecom_order_delivered_refund_reason_missing_product | |
| Damaged item or packaging | ecom_order_delivered_refund_reason_damaged | |
| Defective item | ecom_order_delivered_refund_reason_defective | |
| Missing or broken parts | ecom_order_delivered_refund_reason_missing_broken_parts | |
| Item doesn't match description | ecom_order_delivered_refund_reason_not_match_description | |
| Wrong item was sent | ecom_order_delivered_refund_reason_wrong_product_1 |
Seller Reject Refund Request Reason​
1st Review
| Seller available reject refund reason | Reason name |
|---|---|
| Product delivery is on schedule | reverse_reject_request_reason_4 |
| Item is correct | reverse_reject_refund_request_correct_item |
| Products were shipped in multiple packages | reverse_reject_refund_request_package_delivery_multiple_boxes |
| Reason is unclear / lack of evidence | reverse_reject_refund_request_unclear_evidence |
| Product functions well/Incorrect usage by the customer | reverse_reject_refund_request_product_function_well |
| Product is in transit | reverse_reject_refund_request_package_delivery_timing |
| Replacement has been shipped | reverse_reject_refund_request_no_reason_shipped_replacement |
| The delivery attempt failed | reverse_reject_refund_request_no_reason_failed_delivery_attempt |
| The package has been successfully delivered to the shipping address that was provided. | reverse_reject_refund_request_incorrect_address |
| Not eligible for return (e.g. used or broken) | reverse_reject_request_reason_3 |
Seller Initiates Refund Reason​
| Order Status | Seller available initiate refund reason | Reason name |
|---|---|---|
AWAITING_COLLECTION IN_TRANSIT | Package lost | seller_shipped_refund_package_lost |
| Package delivery failed | seller_shipped_refund_package_delivery_failed | |
| Missed estimated delivery date | seller_shipped_refund_miss_estimated_delivery_date | |
DELIVERED | Missing product or accessories | ecom_order_delivered_refund_reason_missing_product_seller |
| Package wasn't received | ecom_order_delivered_refund_reason_not_received_seller | |
| Product doesn't match description | ecom_order_delivered_refund_reason_not_match_description_seller | |
| Package or product is damaged | ecom_order_delivered_refund_reason_damaged_seller | |
| Wrong product was sent | ecom_order_delivered_refund_reason_wrong_product_seller | |
| Missed estimated delivery date | ecom_order_delivered_refund_reason_missed_delivery_date_seller | |
| Package lost | seller_shipped_refund_package_lost | |
| Package delivery failed | seller_shipped_refund_package_delivery_failed |
UK market
Buyer Initiates Refund Reason​
| Order status | Buyer available refund reason | Reason name |
|---|---|---|
| AWAITING_COLLECTION IN_TRANSIT | Package didn't arrive on time | buyer_refund_package_didn't_arrive_on_time |
| DELIVERED | No longer needed | ecom_order_delivered_refund_reason_no_need_uk |
| Package wasn't received | ecom_order_delivered_refund_reason_not_received_uk | |
| Product doesn't match description | ecom_order_delivered_refund_reason_not_match_uk | |
| Missing product or accessories | ecom_order_delivered_refund_reason_missing_product_uk | |
| Package or product is damaged | ecom_order_delivered_refund_reason_damaged_uk | |
| Product is defective or doesn't work | ecom_order_delivered_refund_reason_defective_uk | |
| Wrong product was sent | ecom_order_delivered_refund_reason_wrong_product_uk | |
| Missed estimated delivery date | ecom_order_delivered_refund_reason_missed_delivery_date_uk | |
| Other | ecom_order_delivered_refund_reason_other_uk | |
| Suspected Counterfeit | buyer_refund_suspected_counterfeit | |
| Does not suit me | buyer_refund_does_not_suit_me | |
| Multiple sizes ordered | buyer_refund_multiple_sizes_ordered | |
| Quality or style not as expected | buyer_refund_quality_or_style_not_as_expected | |
| Item is too big/long | buyer_refund_item_is_too_big/long | |
| Item is too small/short | buyer_refund_item_is_too_small/short | |
| Ordered incorrect size | buyer_refund_ordered_incorrect_size | |
| Unauthorised purchase | buyer_refund_unauthorised_purchase | |
| Product is expired/spoiled | buyer_refund_product_is_expired/spoiled | |
| Product not frozen on arrival | buyer_refund_product_not_frozen_on_arrival |
Seller Reject Refund Request Reason​
| Seller available reject refund reason | Reason name |
|---|---|
| Buyer return reason is not valid | reverse_reject_request_reason_1_uk |
| Change of mind returns are not applicable | reverse_reject_request_reason_2_uk |
| Not eligible for return (e.g. used or broken) | reverse_reject_request_reason_3_uk |
| Product delivery is on schedule | reverse_reject_request_reason_4_uk |
| You have reached an agreement with the buyer | reverse_reject_request_reason_5_uk |
| Unable to change address | seller_reject_apply_unable_to_change_address |
| Buyer's responsibility for incorrect address | seller_reject_apply_buyer's_responsibility_for_incorrect_address |
| Item is correct | seller_reject_apply_item_is_correct |
| Products will be sent separately | seller_reject_apply_products_will_be_sent_separately |
| Reason is unclear or lack of evidence | seller_reject_apply_reason_is_unclear_or_lack_of_evidence |
| Product functions well/Buyer use in wrong way | seller_reject_apply_product_functions_well/buyer_use_in_wrong_way |
| Reason is unclear / lack of evidence | seller_reject_apply_reason_is_unclear_/_lack_of_evidence |
| Product is shipped and parcel cannot be recalled back from logistics. | seller_reject_apply_package_has_not_exceeded_estimated_delivery_time |
Seller Initiates Refund Reason​
| Order Status | Seller available initiate refund reason | Reason name |
|---|---|---|
| AWAITING_COLLECTION IN_TRANSIT | Package lost | seller_package_lost_uk |
| Product wouldn't arrive on time | ecom_order_shipped_refund_reason_not_arrive_on_time_seller_uk | |
| DELIVERED | Missing product or accessories | ecom_order_delivered_refund_reason_missing_product_seller_uk |
| Package wasn't received | ecom_order_delivered_refund_reason_not_received_seller_uk | |
| Product doesn't match description | ecom_order_delivered_refund_reason_not_match_description_seller_uk | |
| Package or product is damaged | ecom_order_delivered_refund_reason_damaged_seller_uk | |
| Wrong product was sent | ecom_order_delivered_refund_reason_wrong_product_seller_uk | |
| Missed estimated delivery date | ecom_order_delivered_refund_reason_missed_delivery_date_seller_uk | |
| Product is defective or doesn't work | ecom_order_delivered_refund_reason_defective_seller_uk | |
| Suspected Counterfeit | buyer_refund_suspected_counterfeit_seller_uk |
ID market
Buyer Initiates Refund Reason​
| Order status | Buyer available refund reason | Reason name |
|---|---|---|
| AWAITING_COLLECTION IN_TRANSIT | Product wouldn't arrive on time | ecom_order_shipped_refund_reason_not_arrive_on_time |
| DELIVERED | Package wasn't received | ecom_order_delivered_refund_reason_not_received |
| Product doesn't match description | ecom_order_delivered_refund_reason_not_match | |
| Missing product or accessories | ecom_order_delivered_refund_reason_missing_product | |
| Package or product is damaged | ecom_order_delivered_refund_reason_damaged | |
| Product is defective or doesn't work | ecom_order_delivered_refund_reason_defective | |
| Wrong product was sent | ecom_order_delivered_refund_reason_wrong_product | |
| Missed estimated delivery date | ecom_order_delivered_refund_reason_missed_delivery_date | |
| Other | ecom_order_delivered_refund_reason_other | |
| Suspected Counterfeit | buyer_refund_suspected_counterfeit |
Seller Reject Refund Request Reason​
| Seller available reject refund reason | Reason name |
|---|---|
| Buyer return reason is not valid | reverse_reject_request_reason_1 |
| Change of mind returns are not applicable | reverse_reject_request_reason_2 |
| Not eligible for return (e.g. used or broken) | reverse_reject_request_reason_3 |
| Product delivery is on schedule | reverse_reject_request_reason_4 |
| You have reached an agreement with the buyer | reverse_reject_request_reason_5 |
| Unable to change address | seller_reject_apply_unable_to_change_address |
| Need to apply for refund&return | seller_reject_apply_need_to_apply_for_refund&return |
| Buyer's responsibility for incorrect address | seller_reject_apply_buyer's_responsibility_for_incorrect_address |
| Item is correct | seller_reject_apply_item_is_correct |
| Products will be sent separately | seller_reject_apply_products_will_be_sent_separately |
| Reason is unclear or lack of evidence | seller_reject_apply_reason_is_unclear_or_lack_of_evidence |
| Product functions well/Buyer use in wrong way | seller_reject_apply_product_functions_well/buyer_use_in_wrong_way |
| Reason is unclear / lack of evidence | seller_reject_apply_reason_is_unclear_/_lack_of_evidence |
| Product is shipped and parcel cannot be recalled back from logistics. | seller_reject_apply_package_has_not_exceeded_estimated_delivery_time |
Seller Initiates Refund Reason​
| Order Status | Seller available initiate refund reason | Reason name |
|---|---|---|
| DELIVERED | Missing product or accessories | ecom_order_delivered_refund_reason_missing_product_seller |
MY market
Buyer Initiates Refund Reason​
| Order status | Buyer available refund reason | Reason name |
|---|---|---|
| AWAITING_COLLECTION IN_TRANSIT | Product wouldn't arrive on time | ecom_order_shipped_refund_reason_not_arrive_on_time |
| DELIVERED | Package wasn't received | ecom_order_delivered_refund_reason_not_received |
| Product doesn't match description | ecom_order_delivered_refund_reason_not_match | |
| Missing product or accessories | ecom_order_delivered_refund_reason_missing_product | |
| Package or product is damaged | ecom_order_delivered_refund_reason_damaged | |
| Product is defective or doesn't work | ecom_order_delivered_refund_reason_defective | |
| Wrong product was sent | ecom_order_delivered_refund_reason_wrong_product | |
| Missed estimated delivery date | ecom_order_delivered_refund_reason_missed_delivery_date | |
| Suspected Counterfeit | buyer_refund_suspected_counterfeit |
Seller Reject Refund Request Reason​
| Seller available reject refund reason | Reason name |
|---|---|
| Buyer return reason is not valid | reverse_reject_request_reason_1 |
| Change of mind returns are not applicable | reverse_reject_request_reason_2 |
| Not eligible for return (e.g. used or broken) | reverse_reject_request_reason_3 |
| Product delivery is on schedule | reverse_reject_request_reason_4 |
| You have reached an agreement with the buyer | reverse_reject_request_reason_5 |
| Unable to change address | seller_reject_apply_unable_to_change_address |
| Need to apply for refund&return | seller_reject_apply_need_to_apply_for_refund&return |
| Buyer's responsibility for incorrect address | seller_reject_apply_buyer's_responsibility_for_incorrect_address |
| Item is correct | seller_reject_apply_item_is_correct |
| Products will be sent separately | seller_reject_apply_products_will_be_sent_separately |
| Reason is unclear or lack of evidence | seller_reject_apply_reason_is_unclear_or_lack_of_evidence |
| Product functions well/Buyer use in wrong way | seller_reject_apply_product_functions_well/buyer_use_in_wrong_way |
| Reason is unclear / lack of evidence | seller_reject_apply_reason_is_unclear_/_lack_of_evidence |
| Product is shipped and parcel cannot be recalled back from logistics. | seller_reject_apply_package_has_not_exceeded_estimated_delivery_time |
Seller Initiates Refund Reason​
Unsupported
PH market
Buyer Initiates Refund Reason​
| Order status | Buyer available refund reason | Reason name |
|---|---|---|
| AWAITING_COLLECTION IN_TRANSIT | Product wouldn't arrive on time | ecom_order_shipped_refund_reason_not_arrive_on_time |
| DELIVERED | Package wasn't received | ecom_order_delivered_refund_reason_not_received |
| Product doesn't match description | ecom_order_delivered_refund_reason_not_match | |
| Missing product or accessories | ecom_order_delivered_refund_reason_missing_product | |
| Package or product is damaged | ecom_order_delivered_refund_reason_damaged | |
| Product is defective or doesn't work | ecom_order_delivered_refund_reason_defective | |
| Wrong product was sent | ecom_order_delivered_refund_reason_wrong_product | |
| Missed estimated delivery date | ecom_order_delivered_refund_reason_missed_delivery_date | |
| Suspected Counterfeit | buyer_refund_suspected_counterfeit |
Seller Reject Refund Request Reason​
| Seller available reject refund reason | Reason name |
|---|---|
| Buyer return reason is not valid | reverse_reject_request_reason_1 |
| Change of mind returns are not applicable | reverse_reject_request_reason_2 |
| Not eligible for return (e.g. used or broken) | reverse_reject_request_reason_3 |
| Product delivery is on schedule | reverse_reject_request_reason_4 |
| You have reached an agreement with the buyer | reverse_reject_request_reason_5 |
| Unable to change address | seller_reject_apply_unable_to_change_address |
| Need to apply for refund&return | seller_reject_apply_need_to_apply_for_refund&return |
| Buyer's responsibility for incorrect address | seller_reject_apply_buyer's_responsibility_for_incorrect_address |
| Item is correct | seller_reject_apply_item_is_correct |
| Products will be sent separately | seller_reject_apply_products_will_be_sent_separately |
| Reason is unclear or lack of evidence | seller_reject_apply_reason_is_unclear_or_lack_of_evidence |
| Product functions well/Buyer use in wrong way | seller_reject_apply_product_functions_well/buyer_use_in_wrong_way |
| Reason is unclear / lack of evidence | seller_reject_apply_reason_is_unclear_/_lack_of_evidence |
| Product is shipped and parcel cannot be recalled back from logistics. | seller_reject_apply_package_has_not_exceeded_estimated_delivery_time |
Seller Initiates Refund Reason​
Unsupported
SG market
Buyer Initiates Refund Reason​
| Order status | Buyer available refund reason | Reason name |
|---|---|---|
| AWAITING_COLLECTION IN_TRANSIT | Product wouldn't arrive on time | ecom_order_shipped_refund_reason_not_arrive_on_time |
| DELIVERED | Package wasn't received | ecom_order_delivered_refund_reason_not_received |
| Product doesn't match description | ecom_order_delivered_refund_reason_not_match | |
| Missing product or accessories | ecom_order_delivered_refund_reason_missing_product | |
| Package or product is damaged | ecom_order_delivered_refund_reason_damaged | |
| Product is defective or doesn't work | ecom_order_delivered_refund_reason_defective | |
| Wrong product was sent | ecom_order_delivered_refund_reason_wrong_product | |
| Missed estimated delivery date | ecom_order_delivered_refund_reason_missed_delivery_date | |
| Suspected Counterfeit | buyer_refund_suspected_counterfeit |
Seller Reject Refund Request Reason​
| Seller available reject refund reason | Reason name |
|---|---|
| Buyer return reason is not valid | reverse_reject_request_reason_1 |
| Change of mind returns are not applicable | reverse_reject_request_reason_2 |
| Not eligible for return (e.g. used or broken) | reverse_reject_request_reason_3 |
| Product delivery is on schedule | reverse_reject_request_reason_4 |
| You have reached an agreement with the buyer | reverse_reject_request_reason_5 |
| Unable to change address | seller_reject_apply_unable_to_change_address |
| Need to apply for refund&return | seller_reject_apply_need_to_apply_for_refund&return |
| Buyer's responsibility for incorrect address | seller_reject_apply_buyer's_responsibility_for_incorrect_address |
| Item is correct | seller_reject_apply_item_is_correct |
| Products will be sent separately | seller_reject_apply_products_will_be_sent_separately |
| Reason is unclear or lack of evidence | seller_reject_apply_reason_is_unclear_or_lack_of_evidence |
| Product functions well/Buyer use in wrong way | seller_reject_apply_product_functions_well/buyer_use_in_wrong_way |
| Reason is unclear / lack of evidence | seller_reject_apply_reason_is_unclear_/_lack_of_evidence |
| Product is shipped and parcel cannot be recalled back from logistics. | seller_reject_apply_package_has_not_exceeded_estimated_delivery_time |
Seller Initiates Refund Reason​
Unsupported
TH market
Buyer Initiates Refund Reason​
| Order status | Buyer available refund reason | Reason name |
|---|---|---|
| AWAITING_COLLECTION IN_TRANSIT | Product wouldn't arrive on time | ecom_order_shipped_refund_reason_not_arrive_on_time |
| Wrong delivery information | ecom_order_shipped_refund_wrong_delivery_info | |
| Other | ecom_order_shipped_refund_other | |
| DELIVERED | No longer needed | ecom_order_delivered_refund_reason_no_need |
| Package wasn't received | ecom_order_delivered_refund_reason_not_received | |
| Product doesn't match description | ecom_order_delivered_refund_reason_not_match | |
| Missing product or accessories | ecom_order_delivered_refund_reason_missing_product | |
| Package or product is damaged | ecom_order_delivered_refund_reason_damaged | |
| Product is defective or doesn't work | ecom_order_delivered_refund_reason_defective | |
| Wrong product was sent | ecom_order_delivered_refund_reason_wrong_product | |
| Missed estimated delivery date | ecom_order_delivered_refund_reason_missed_delivery_date | |
| Suspected Counterfeit | buyer_refund_suspected_counterfeit | |
| Other | ecom_order_delivered_refund_reason_other |
Seller Reject Refund Request Reason​
| Seller available reject refund reason | Reason name |
|---|---|
| Buyer return reason is not valid | reverse_reject_request_reason_1 |
| Not eligible for return (e.g. used or broken) | reverse_reject_request_reason_3 |
| Product delivery is on schedule | reverse_reject_request_reason_4 |
| You have reached an agreement with the buyer | reverse_reject_request_reason_5 |
| Unable to change address | seller_reject_apply_unable_to_change_address |
| Need to apply for refund&return | seller_reject_apply_need_to_apply_for_refund&return |
| Buyer's responsibility for incorrect address | seller_reject_apply_buyer's_responsibility_for_incorrect_address |
| Item is correct | seller_reject_apply_item_is_correct |
| Products will be sent separately | seller_reject_apply_products_will_be_sent_separately |
| Reason is unclear or lack of evidence | seller_reject_apply_reason_is_unclear_or_lack_of_evidence |
| Product functions well/Buyer use in wrong way | seller_reject_apply_product_functions_well/buyer_use_in_wrong_way |
| Reason is unclear / lack of evidence | seller_reject_apply_reason_is_unclear_/_lack_of_evidence |
| Product is shipped and parcel cannot be recalled back from logistics. | seller_reject_apply_package_has_not_exceeded_estimated_delivery_time |
Seller Initiates Refund Reason​
Unsupported
VN market
Buyer Initiates Refund Reason​
| Order status | Buyer available refund reason | Reason name |
|---|---|---|
| AWAITING_COLLECTION IN_TRANSIT | Product wouldn't arrive on time | ecom_order_shipped_refund_reason_not_arrive_on_time |
| DELIVERED | Package wasn't received | ecom_order_delivered_refund_reason_not_received |
| Product doesn't match description | ecom_order_delivered_refund_reason_not_match | |
| Missing product or accessories | ecom_order_delivered_refund_reason_missing_product | |
| Package or product is damaged | ecom_order_delivered_refund_reason_damaged | |
| Product is defective or doesn't work | ecom_order_delivered_refund_reason_defective | |
| Wrong product was sent | ecom_order_delivered_refund_reason_wrong_product | |
| Missed estimated delivery date | ecom_order_delivered_refund_reason_missed_delivery_date | |
| Suspected Counterfeit | buyer_refund_suspected_counterfeit |
Seller Reject Refund Request Reason​
| Seller available reject refund reason | Reason name |
|---|---|
| Buyer return reason is not valid | reverse_reject_request_reason_1 |
| Change of mind returns are not applicable | reverse_reject_request_reason_2 |
| Not eligible for return (e.g. used or broken) | reverse_reject_request_reason_3 |
| Product delivery is on schedule | reverse_reject_request_reason_4 |
| You have reached an agreement with the buyer | reverse_reject_request_reason_5 |
| Unable to change address | seller_reject_apply_unable_to_change_address |
| Need to apply for refund&return | seller_reject_apply_need_to_apply_for_refund&return |
| Buyer's responsibility for incorrect address | seller_reject_apply_buyer's_responsibility_for_incorrect_address |
| Item is correct | seller_reject_apply_item_is_correct |
| Products will be sent separately | seller_reject_apply_products_will_be_sent_separately |
| Reason is unclear or lack of evidence | seller_reject_apply_reason_is_unclear_or_lack_of_evidence |
| Product functions well/Buyer use in wrong way | seller_reject_apply_product_functions_well/buyer_use_in_wrong_way |
| Reason is unclear / lack of evidence | seller_reject_apply_reason_is_unclear_/_lack_of_evidence |
| Product is shipped and parcel cannot be recalled back from logistics. | seller_reject_apply_package_has_not_exceeded_estimated_delivery_time |
Seller Initiates Refund Reason​
| Order Status | Seller available initiate refund reason | Reason name |
|---|---|---|
| AWAITING_COLLECTION IN_TRANSIT | Product wouldn't arrive on time | ecom_order_shipped_refund_reason_not_arrive_on_time_seller |
| Package lost | seller_package_lost | |
| DELIVERED | Missing product or accessories | ecom_order_delivered_refund_reason_missing_product_seller |
| Package wasn't received | ecom_order_delivered_refund_reason_not_received_seller | |
| Product doesn't match description | ecom_order_delivered_refund_reason_not_match_description_seller | |
| Package or product is damaged | ecom_order_delivered_refund_reason_damaged_seller | |
| Wrong product was sent | ecom_order_delivered_refund_reason_wrong_product_seller | |
| Missed estimated delivery date | ecom_order_delivered_refund_reason_missed_delivery_date_seller | |
| Product doesn't match description | ecom_order_delivered_refund_reason_not_match_seller | |
| Product is defective or doesn't work | ecom_order_delivered_refund_reason_defective_seller | |
| Suspected Counterfeit | buyer_refund_suspected_counterfeit_seller |
MX market
Buyer Initiates Refund Reason​
| Order status | Buyer available refund reason | Reason name |
|---|---|---|
| AWAITING_COLLECTION IN_TRANSIT | Package wasn't received | ecom_order_delivered_refund_reason_not_received |
| Defective item | ecom_order_delivered_refund_reason_defective | |
| Damaged item or packaging | ecom_order_delivered_refund_and_return_reason_damaged | |
| Product is defective or doesn't work | ecom_order_delivered_refund_reason_defective |
Seller Reject Refund Request Reason​
| Seller available reject refund reason | Reason name |
|---|---|
| Reason is unclear / lack of evidence | seller_reject_apply_reason_is_unclear_or_lack_of_evidence |
| You have reached an agreement with the customer | reverse_reject_request_reason_5 |
| Reason is unclear / lack of evidence | seller_reject_apply_reason_is_unclear_or_lack_of_evidence |
| Product is in transit | seller_reject_apply_package_has_not_exceeded_estimated_delivery_time |
| The package has been successfully delivered to the shipping address that was provided. | seller_reject_apply_buyers_responsibility_for_incorrect_address |
| Need to apply for refund&return | seller_reject_apply_need_to_apply_for_refund&return |
Seller Initiates Refund Reason​
| Order Status | Seller available initiate refund reason | Reason name |
|---|---|---|
| AWAITING_COLLECTION IN_TRANSIT | Package lost | seller_package_lost |
| Missed estimated delivery date | seller_shipped_refund_miss_estimated_delivery_date | |
| Package lost | seller_shipped_refund_package_lost | |
| Package delivery failed | seller_shipped_refund_package_delivery_failed | |
| Package lost | ecom_seller_order_delivered_refund_reason_return_proxy_app | |
| DELIVERED | Missing products or accessories | ecom_order_delivered_refund_reason_missing_product_seller |
| Package or product is damaged | ecom_order_delivered_refund_reason_damaged_seller | |
| Product doesn't match description | ecom_order_delivered_refund_reason_not_match_description_seller | |
| Wrong product was sent | ecom_order_delivered_refund_reason_wrong_product_seller | |
| Missed estimated delivery date | ecom_order_delivered_refund_reason_missed_delivery_date_seller | |
| Package wasn't received | ecom_order_delivered_refund_reason_not_received_seller | |
| Missed estimated delivery date | seller_shipped_refund_miss_estimated_delivery_date | |
| Package lost | seller_shipped_refund_package_lost | |
| Package delivery failed | seller_shipped_refund_package_delivery_failed | |
| Package lost | ecom_seller_order_delivered_refund_reason_return_proxy_app |
BR market
Buyer Initiates Refund Reason​
| Order status | Buyer available refund reason | Reason name |
|---|---|---|
| AWAITING_COLLECTION IN_TRANSIT | Package wasn't received | ecom_order_delivered_refund_reason_not_received |
| Defective item | ecom_order_delivered_refund_reason_defective | |
| Damaged item or packaging | ecom_order_delivered_refund_and_return_reason_damaged | |
| Product is defective or doesn't work | ecom_order_delivered_refund_reason_defective |
Seller Reject Refund Request Reason​
| Seller available reject refund reason | Reason name |
|---|---|
| Reason is unclear / lack of evidence | seller_reject_apply_reason_is_unclear_or_lack_of_evidence |
| You have reached an agreement with the customer | reverse_reject_request_reason_5 |
| Reason is unclear / lack of evidence | seller_reject_apply_reason_is_unclear_or_lack_of_evidence |
| Product is in transit | seller_reject_apply_package_has_not_exceeded_estimated_delivery_time |
| The package has been successfully delivered to the shipping address that was provided. | seller_reject_apply_buyers_responsibility_for_incorrect_address |
| Need to apply for refund&return | seller_reject_apply_need_to_apply_for_refund&return |
Seller Initiates Refund Reason​
| Order Status | Seller available initiate refund reason | Reason name |
|---|---|---|
| AWAITING_COLLECTION IN_TRANSIT | Package lost | seller_package_lost |
| Missed estimated delivery date | seller_shipped_refund_miss_estimated_delivery_date | |
| Package lost | seller_shipped_refund_package_lost | |
| Package delivery failed | seller_shipped_refund_package_delivery_failed | |
| Package lost | ecom_seller_order_delivered_refund_reason_return_proxy_app | |
| DELIVERED | Missing products or accessories | ecom_order_delivered_refund_reason_missing_product_seller |
| Package or product is damaged | ecom_order_delivered_refund_reason_damaged_seller | |
| Product doesn't match description | ecom_order_delivered_refund_reason_not_match_description_seller | |
| Wrong product was sent | ecom_order_delivered_refund_reason_wrong_product_seller | |
| Missed estimated delivery date | ecom_order_delivered_refund_reason_missed_delivery_date_seller | |
| Package wasn't received | ecom_order_delivered_refund_reason_not_received_seller | |
| Missed estimated delivery date | seller_shipped_refund_miss_estimated_delivery_date | |
| Package lost | seller_shipped_refund_package_lost | |
| Package delivery failed | seller_shipped_refund_package_delivery_failed | |
| Package lost | ecom_seller_order_delivered_refund_reason_return_proxy_app |
EU market(s)
Currently, supported EU markets include:
- Spain (ES)
- Ireland (IE)
- France (FR)
- Germany (DE)
- Italy (IT)
Buyer Initiates Refund Reason​
| Order status | Buyer available refund reason | Reason name |
|---|---|---|
| AWAITING_COLLECTION IN_TRANSIT DELIVERED | No longer needed | ecom_order_delivered_refund_reason_no_need |
| Missed estimated delivery date | ecom_order_delivered_refund_reason_missed_delivery_date | |
| Package wasn't received | ecom_order_delivered_refund_reason_not_received | |
| Other | ecom_order_delivered_refund_and_return_reason_other | |
| Wrong product was sent | ecom_order_delivered_refund_and_return_reason_wrong_product | |
| Product is defective or doesn't work | ecom_order_delivered_refund_and_return_reason_defective | |
| Package or product is damaged | ecom_order_delivered_refund_and_return_reason_damaged | |
| Missing product or accessories | ecom_order_delivered_refund_and_return_reason_missing_product | |
| Product doesn't match description | ecom_order_delivered_refund_and_return_reason_not_match_description | |
| Does not suit me | buyer_return_and_refund_does_not_suit_me | |
| Item is too big/long | buyer_return_and_refund_item_is_too_big/long | |
| Item is too small/short | buyer_return_and_refund_item_is_too_small/short | |
| Multiple sizes ordered | buyer_return_and_refund_multiple_sizes_ordered | |
| Quality or style not as expected | buyer_return_and_refund_quality_or_style_not_as_expected | |
| Unauthorized purchase | buyer_return_and_refund_unauthorised_purchase | |
| Product is expired/spoiled | buyer_return_and_refund_product_is_expired/spoiled | |
| Product not frozen on arrival | buyer_return_and_refund_product_not_frozen_on_arrival | |
| Ordered incorrect size | buyer_return_and_refund_ordered_incorrect_size |
Seller Reject Refund Request Reason​
| Seller available reject refund reason | Reason name |
|---|---|
| Product delivery is on schedule | reverse_reject_request_reason_4_uk |
| Change of mind returns are not applicable | reverse_reject_request_reason_2_uk |
| Product delivery is on schedule | order_manage_list_action_respond_popup_reject_reason_delivered_uk |
| The package has been successfully delivered to the shipping address that was provided. | seller_reject_apply_buyer's_responsibility_for_incorrect_address |
| Product functions well/Incorrect usage by the customer | seller_reject_apply_product_functions_well/buyer_use_in_wrong_way |
| Parcel Delivered but Buyer did not receive, need more information | seller_reject_apply_reason_is_unclear_/_lack_of_evidence |
| Reason is unclear / lack of evidence | seller_reject_apply_reason_is_unclear_or_lack_of_evidence |
| Reached an agreement with the customer | order_manage_list_action_respond_popup_reject_reason_buyer_agree |
| You have reached an agreement with the customer | reverse_reject_request_reason_5 |
| Product is in transit | seller_reject_apply_package_has_not_exceeded_estimated_delivery_time |
| Your products were shipped by multiple packages. | seller_reject_apply_products_will_be_sent_separately |
| Product shipped. Tracking updates will be available soon. | seller_reject_apply_product_has_been_packed |
Seller Initiates Refund Reason​
| Order Stauts | Seller available initiate refund reason | Reason name |
|---|---|---|
| AWAITING_COLLECTION IN_TRANSIT | Package lost | seller_package_lost |
| Product wouldn't arrive on time | ecom_order_shipped_refund_reason_not_arrive_on_time_seller | |
| DELIVERED | Missing products or accessories | ecom_order_delivered_refund_reason_missing_product_seller |
| Package wasn't received | ecom_order_delivered_refund_reason_not_received_seller | |
| Product doesn't match description | ecom_order_delivered_refund_reason_not_match_description_seller | |
| Package or product is damaged | ecom_order_delivered_refund_reason_damaged_seller | |
| Wrong product was sent | ecom_order_delivered_refund_reason_wrong_product_seller | |
| Missed estimated delivery date | ecom_order_delivered_refund_reason_missed_delivery_date_seller | |
| Product is defective or doesn't work | ecom_order_delivered_refund_reason_defective_seller | |
| Suspected Counterfeit | buyer_refund_suspected_counterfeit_seller |
JP market
Buyer Initiates Refund Reason​
| Order status | Buyer available refund reason | Reason name |
|---|---|---|
| AWAITING_COLLECTION IN_TRANSIT DELIVERED | No longer needed (Item must be returned in sealed/original condition). | ecom_order_delivered_refund_reason_no_need |
| Product didn't arrive on time. | ecom_order_shipped_refund_reason_not_arrive_on_time_JP | |
| Didn't receive package. | ecom_order_delivered_refund_reason_not_received | |
| Received package but some items are missing. | ecom_order_delivered_refund_reason_missing_product_JP | |
| Received package but missing parts or accessories. | ecom_order_delivered_refund_and_return_reason_missing_parts_JP | |
| Product doesn't match description. | ecom_order_delivered_refund_and_return_reason_not_match_description_JP | |
| Package or product is damaged. | ecom_order_delivered_refund_reason_damaged | |
| Product is defective or doesn't work. | ecom_order_delivered_refund_reason_defective | |
| Wrong product sent. | ecom_order_delivered_refund_and_return_reason_wrong_product_JP | |
| Missed estimated delivery date. | ecom_order_delivered_refund_and_return_reason_missed_delivery_date_JP |
Seller Reject Refund Request Reason​
| Seller available reject refund reason | Reason name |
|---|---|
| Reason is unclear / lack of evidence. | reverse_reject_refund_request_unclear_evidence_Test |
| Product shipped. Tracking updates will be available soon. | ecom_reverse_reject_cancel_reason_product_packed |
| The delivery attempt failed. | ecom_reverse_reject_refund_request_failed_delivery |
| Products were shipped in multiple packages. | ecom_reverse_reject_refund_request_package_delivery_multiple_boxes |
| Replacement has been shipped. | ecom_reverse_reject_refund_request_replacement_shipped |
| Reached an agreement with the customer. | ecom_reverse_reject_apply_buyer_agree_jp |
| Product delivery is on schedule. | seller_reject_apply_reason_delivered_jp |
| The package has been successfully delivered to the shipping address that was provided. | seller_reject_apply_buyers_responsibility_for_incorrect_address |
| Item is correct. | seller_reject_apply_item_is_correct |
| Product delivery is on schedule. | seller_reject_apply_package_has_not_exceeded_estimated_delivery_time |
| Product functions well/Incorrect usage by the customer. | seller_reject_apply_product_functions_well/buyer_use_in_wrong_way |
| Reason is unclear / lack of evidence. | seller_reject_apply_reason_is_unclear_or_lack_of_evidence |
| Unable to change address. | seller_reject_apply_unable_to_change_address |
Seller Initiates Refund Reason​
| Seller available initiate refund reason | Reason name |
|---|---|
| Missing products or accessories | ecom_order_delivered_refund_reason_missing_product_seller |
| General adjustment. | ecom_order_delivered_refund_reason_general_adjustment |
| Package wasn't received. | ecom_order_delivered_refund_reason_not_received_seller |
| Product doesn't match description. | ecom_order_delivered_refund_reason_not_match_description_seller |
| Package or product is damaged. | ecom_order_delivered_refund_reason_damaged_seller |
| Wrong product was sent. | ecom_order_delivered_refund_reason_wrong_product_seller |
| Missed estimated delivery date. | ecom_order_delivered_refund_reason_missed_delivery_date_seller |
| Package lost. | seller_package_lost |
| Package lost. | seller_shipped_refund_package_lost |
| Package delivery failed. | seller_shipped_refund_package_delivery_failed |
| Missed estimated delivery date. | seller_shipped_refund_miss_estimated_delivery_date |
| Package lost. | ecom_seller_order_delivered_refund_reason_return_proxy_app |
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