How do I process a refund?

To process a refund:

  1. Visit the Orders page
  2. Search for the order you’d like to refund. On the menu next to the item, click Issue Refund
  3. A pop up will ask for the reason you want to refund and you can select from several options based on the customer’s purchase.

If you process a refund for a payment that hasn’t settled, the payment will be Voided. That means payment is reversed before settling.  

If the payment has already settled, Tophatter will refund the buyer’s payment back to them. Money will not be taken from your payment account on file. Instead, a Refund Deduction will be added to your Fees and withheld from the amount disbursed to you. The transaction will say Refunded on your Items page.

Example: A customer asks for a refund on a $100 purchase. The seller paid Tophatter $20 in fees and received $80 in their bank account for this order. When the refund is issued, Tophatter will send the customer $100 from the Tophatter bank account and invoice the seller for only $80 as $20 has already been paid to Tophatter.

Please note that issuing refunds (even when instructed by Tophatter) for orders where the buyer did not request a refund may result in Incident Fees and a temporary block on your scheduling.

Scheduling fees are not reimbursed for refunded orders.

If a seller account has a high rate of refunds, Incident Fees may be charged on instant refunds issued, and sellers billed for return shipping of the item from the customer.