As an entrepreneur assisting small businesses with ecommerce, I often get asked about best practices for handling returns and refunds. Depop sellers in particular want to know how to smoothly process refunds while keeping their buyer satisfaction and shop reputation high.
In this blog, I’ll share the key steps, statistics, and insider tips you need to master Depop refunds. Whether taking care of an unhappy customer or simply enabling a changed-mind buyer, you’ll be prepared to handle the process professionally from start to finish.
Communicating with Buyers Requesting a Refund
Careful communication sets the tone for the refund process. An impressive 93% of customers say how a company handles a return or refund indicates how much they care about their business, according to BazaarVoice research.
When a buyer reaches out with an issue:
- Respond promptly, within 24 hours if possible. This shows you are an active, attentive seller.
- Request photos or details on what exactly is wrong. Ask follow-up questions if needed.
- Verify the order status and product condition on your end. Look for discrepancies between the listing and complaint.
- Determine the core reason for return. Was it…
- Damage in shipping?
- Item flawed or inaccurate to description?
- Buyer simply changed mind?
- Suggest solutions tailored to the situation, such as:
- Partial or full refund
- Replacement or substitute item
- Store credit for future purchase
- Discount on next order (for minor issues)
Getting context helps you determine the fairest outcome for both parties. Remain impartial, calm, and solution-focused. Avoid assigning blame or making assumptions.
"My rule of thumb is to always give customers the benefit of the doubt. If they aren‘t happy, I‘m not happy. A refund retains a valuable customer for future business." – Alex S., Depop seller since 2019
Processing Refunds via Depop Payments
If the buyer paid through Depop Payments, you can refund their order right within the app.
- Open the Depop app and go to your Sold orders.
- Tap the order requiring a refund.
- Select "Refund". Choose "Full refund" or "Half refund".
- Follow the prompts to enter details like why you are refunding.
- Confirm to complete the refund.
For full refunds on prepaid label orders, the label cost refunds automatically. For partial refunds, contact Depop support to return the label to you.
If an item is deemed "not as described", Depop will have you refund the buyer (excluding original shipping fee) once the item is returned using tracked shipping. Having thorough listings with plenty of photos helps avoid these cases.
|Refund full payment amount
|Refund portion of payment
|Contact support to refund label fee
"I had a buyer request a return after realizing an item didn‘t fit right. I offered a partial refund of the cost minus shipping fees. We both left happy!" – Melanie T., Depop seller since 2021
Issuing Refunds for PayPal Transactions
For PayPal payments, you‘ll process the refund directly through PayPal:
- Log in to your PayPal account via a computer.
- Under “Activity” or “Summary”, locate the relevant transaction.
- Click "Issue a refund" next to the payment.
- Follow the prompts to refund the appropriate amount to the buyer.
- Confirm the refund processed successfully.
You aren’t required to accept returns as a private seller unless an item is not as described or never arrived.
If selling as a business, comply with distance selling laws allowing customers 180 days to return items.
Always refund to the original payment method. PayPal fees are non-refundable.
Avoiding Returns and Refunds Altogether
While some returns are inevitable, you can minimize headaches by:
- Making detailed listings with accurate descriptions and high-res photos or video showing any flaws.
- Pricing fairly based on item condition, demand, and similar active listings.
- Shipping with tracking and messaging buyers the tracking number.
- Resolving issues promptly and amicably.
- Carefully packaging items to prevent damage.
Despite best efforts, problems crop up. By handling returns and refunds professionally you‘ll gain loyal repeat buyers. Just stay flexible, communicative, and willing to find an agreeable solution.
As a fellow small business owner, I know the fulfillment process doesn‘t always go as planned. Don‘t let returns get you down. Be a caring merchant, handle issues promptly, and your Depop shop will thrive. Let me know if you have any other questions!