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Refunds and Returns

Understanding how to handle refunds and returns professionally is essential for good customer service and store reputation.

When to Issue Refunds​

Refunds should be issued in these situations:

You Should Refund​

✓ Order Cancelled Before Fulfillment: Customer cancels before you ship/prepare for pickup ✓ Unable to Fulfill: You cannot provide the book(s) as listed ✓ Book Condition Mismatch: Book condition doesn't match your listing ✓ Damaged in Shipping: Book damaged during shipping (your fault) ✓ Wrong Book Sent: Incorrect book or ISBN sent to customer ✓ Customer Not Satisfied: Book description inaccurate (especially for used books)

Check First​

⚠️ Late Pickup: Communicate with customer before auto-cancelling ⚠️ Shipping Delays: Offer refund if delay is excessive ⚠️ Minor Issues: Consider partial refund for minor problems

Don't Refund​

✗ Customer Changed Mind After Delivery: Order completed as described ✗ Customer Damage: Book damaged by customer after delivery ✗ Normal Wear for Used Books: Condition accurately described

tip

When in doubt, err on the side of customer satisfaction. A fair refund policy builds trust and reputation.

Automatic Refunds​

Refunds are processed automatically in these situations:

Order Cancellation​

When you cancel an order from Confirmed or Processing status:

  1. Order status changes to Cancelled
  2. Payment is automatically refunded through Stripe
  3. Customer receives cancellation notification
  4. Inventory reservation is released
  5. Refund appears in customer's account within 5-10 business days
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You don't need to manually process refunds for cancelled orders. The system handles this automatically.

Customer Cancellation​

If a customer cancels their order before you ship or mark ready for pickup:

  1. Order status changes to Cancelled
  2. Automatic refund is processed
  3. You're notified of the cancellation
  4. Inventory becomes available again

Manual Refund Process​

For orders that need refunds after delivery or for partial refunds:

Full Refunds After Delivery​

  1. Contact customer to confirm refund reason
  2. Navigate to the order details
  3. Tap Issue Refund
  4. Select Full Refund
  5. Add refund reason/notes
  6. Confirm refund

The refund is processed through Stripe and appears in the customer's account within 5-10 business days.

Partial Refunds​

For situations where a full refund isn't warranted:

  1. Open the order details
  2. Tap Issue Refund
  3. Select Partial Refund
  4. Enter the refund amount in dollars
  5. Add explanation for partial amount
  6. Confirm refund

Common partial refund scenarios:

  • Minor condition issues with used books
  • Small shipping delays (refund shipping cost)
  • Missing dust jacket on hardcover
  • Minor cosmetic issues not mentioned in listing

Return Handling​

For physical returns of books:

Return Process​

  1. Customer Contacts You: Customer requests return through app
  2. Evaluate Request: Determine if return is warranted
  3. Provide Return Instructions:
    • Give your store address for returns
    • Specify return shipping method
    • Set timeline (typically 14 days)
  4. Receive Returned Books: Inspect upon arrival
  5. Process Refund: Issue refund after inspection
  6. Update Inventory: Return books to inventory if resellable

Return Shipping Costs​

Customer's Responsibility:

  • Customer changed mind
  • Customer ordered wrong book
  • Customer delay issues

Store's Responsibility:

  • Wrong book sent
  • Book damaged in shipping
  • Condition doesn't match listing
  • Book significantly not as described
tip

For your own shipping errors, provide a prepaid return label to make it easy for the customer.

Refund Best Practices​

Communication​

  • Be Prompt: Respond to refund requests within 24 hours
  • Be Clear: Explain refund amount and timeline
  • Be Professional: Stay courteous even if customer is upset
  • Follow Up: Confirm when refund is processed

Documentation​

For your records, document:

  • Reason for refund
  • Date refund requested
  • Date refund processed
  • Amount refunded
  • Photos (if condition dispute)
  • Customer communications

Prevention​

Reduce refunds by:

  • Accurate Descriptions: Especially for used books
  • Good Photos: Show condition clearly in inventory
  • Proper Packaging: Prevent shipping damage
  • Fast Processing: Fulfill orders quickly
  • Quality Control: Inspect books before shipping

Partial Refund Guidelines​

Use these guidelines for partial refund amounts:

IssueSuggested Refund
Minor shelf wear not mentioned10-20% of book price
Missing dust jacket20-30% of book price
Small shipping delay (1-3 days)50-100% of shipping cost
Minor cosmetic issue15-25% of book price
Book readable but condition overstated30-40% of book price
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These are guidelines. Use your judgment based on the specific situation and customer satisfaction.

Special Situations​

Gift Orders​

For gift orders that need refunds:

  • Refund goes to the purchaser (gift giver)
  • Communicate with both giver and recipient if needed
  • Handle sensitively due to gift nature

Ingram Orders​

For special orders through Ingram:

  • Check Ingram's return policy before accepting
  • You're responsible for Ingram wholesale cost
  • Consider this when deciding to accept Ingram orders
  • May need to return to Ingram if unused

Used Books​

Used book refunds require careful evaluation:

  • Did your listing accurately describe condition?
  • Are customer expectations reasonable?
  • Is damage from shipping or pre-existing?
  • Photos help resolve disputes

Refund Timeline​

Processing Time​

  • Order Cancellation: Immediate (automatic)
  • After Delivery: 1-2 business days to process
  • With Return: Process after inspecting returned books

Customer Receives Refund​

  • Credit/Debit Card: 5-10 business days
  • Bank Account: 5-10 business days
  • Timing depends on customer's bank
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BookWish processes refunds through Stripe, which typically takes 5-10 business days to appear in the customer's account after processing.

Refund Costs​

Stripe Fees​

  • Original Stripe processing fee (~3%) is not refunded to you
  • You absorb this cost on refunds
  • Another reason to minimize refunds through quality service

Shipping Costs​

  • If you refund shipping cost, you absorb that expense
  • Consider partial refunds of shipping for minor delays
  • Don't refund shipping if customer changed mind

Your Loss​

On a full refund, you lose:

  • Stripe processing fees
  • Shipping costs (if you paid)
  • Time and materials
  • Opportunity cost

This is why prevention through good service is so important.

Handling Difficult Situations​

Customer Refuses Return​

If customer wants refund without returning book:

  • Evaluate situation case-by-case
  • For low-value books, may be worth goodwill refund
  • For high-value books, require return
  • Document decision

Dispute Resolution​

If you and customer can't agree:

  1. Try to find middle ground (partial refund)
  2. Offer store credit as alternative
  3. Escalate to BookWish support if needed
  4. Document all communications

Fraud Concerns​

If you suspect fraud (false claims, return different book):

  • Document everything with photos
  • Contact BookWish support
  • May need to involve payment processor
  • Protect your business while being fair

Impact on Store Rating​

Refunds affect your store metrics:

  • High refund rate may impact store visibility
  • Customer reviews may mention refund experience
  • Fast, fair refunds can lead to positive reviews
  • Poor refund handling damages reputation
tip

Handle refunds professionally to maintain your store's reputation, even when you disagree with the request.

Preventing Refunds​

The best refund is one you don't need to issue:

Quality Control​

  • Inspect books carefully before listing
  • Accurate condition descriptions
  • Clear photos showing condition
  • Note any defects prominently

Customer Service​

  • Respond to questions quickly
  • Set accurate expectations
  • Communicate proactively about delays
  • Package carefully to prevent damage

Fulfillment Speed​

  • Process orders within 1-2 days
  • Update status promptly
  • Ship with tracking
  • Mark ready for pickup quickly

Financial Tracking​

For your bookkeeping:

Track Separately​

  • Refunds issued by month
  • Reasons for refunds
  • Stripe fees on refunds
  • Patterns in refund requests

Tax Implications​

  • Refunded sales reduce your taxable revenue
  • Keep records for tax purposes
  • Consult accountant for specific guidance

Next Steps​