Return Policies, Refunds & Disputes
Draft clear return guidelines, review buyer refund requests, and issue refunds
Why Every Store Needs a Return Policy
A clear return and refund policy reassures hesitant shoppers and protects your business from unreasonable dispute claims. Having a published policy is also required by payment gateways to maintain active merchant accounts.
Drafting Your Store Refund Policy
Navigate to Payments > Refund Policy (or Settings > Store Policies). Teyweb provides an interactive policy editor where you can configure:
| Policy Parameter | Options / Common Standards | Impact on Storefront |
|---|---|---|
| Return Window | 7 days, 14 days, or 30 days from delivery | Defines the allowable timeframe for customer return submissions. |
| Eligible Conditions | Unopened, unworn, original tags attached, original packaging | Conditions customers must satisfy before an item is accepted. |
| Non-Returnable Items | Intimate apparel, perishable food, personalized/custom items | Explicitly informs buyers which goods cannot be returned. |
| Return Shipping Cost | Customer pays return shipping or Store provides return waybill | Specifies who covers return courier fees. |
The Refund Request Lifecycle
When a buyer submits a refund request through the customer portal (`Refund.ts`):
1. The request enters your dashboard under Refunds > Pending Requests with the customer's reason and optional attached photos.
2. You review the evidence and communicate with the customer.
3. Once the returned item is received and inspected at your warehouse, you choose to Approve or Reject the refund.
Approving or Rejecting a Refund Request
In the Refund Details view (`RefundInfoPage.tsx`):
- Approving a Refund: You can refund the full order or issue a partial refund for specific items. The refund is processed back to the customer's original payment method or bank account.
- Rejecting a Refund: You must supply a transparent reason (e.g. "Item showed signs of heavy wear and missing original packaging"). The customer is automatically notified via email.
Preventing Payment Disputes & Chargebacks
A chargeback occurs when an unhappy buyer files a dispute directly with their bank rather than contacting your store.
To avoid costly chargeback fees and penalties:
1. Always respond to customer inquiries within 24 hours via your registered WhatsApp or support email.
2. Save proof of delivery: Retain dispatch waybill receipts and delivery rider signatures for all fulfilled orders.
3. Update product descriptions with accurate photos so customers receive exactly what they expected.
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