Check the order action and return terms first
Cancellation, return, and refund eligibility depends on the seller invoice status, product type, displayed seller terms, configured request window, reason, and applicable law. A seller policy cannot remove rights that cannot legally be waived.
Open My Orders and select the affected seller order line. The actions shown there reflect the workflow currently available. Read the step-by-step returns and refunds guide before shipping anything back.
Cancellations and eligible return reasons
A cancellation is generally requested before an order passes the seller fulfillment window. After shipment, pickup, delivery, download, or service performance, the return or refund workflow may apply instead.
Common eligible issues can include non-delivery, shipping damage, an incorrect or incomplete order, or a material difference from the listing. Change of mind, final-sale disclosures, custom goods, consumables, hygiene-sensitive items, digital products, and performed services may have different or limited rules.
Submit and complete the request
- Choose the affected seller invoice and available request action.
- Select the reason, quantity, requested outcome, and clear explanation.
- Add relevant photos, packaging, tracking, or message evidence.
- Wait for the seller or EzBuyCo instructions before returning the item.
- Use the authorized address, label, tracking, and deadline; keep proof of handoff.
Do not send passwords, full payment credentials, or unrelated personal documents as evidence.
Refund amount, destination, and timing
A refund can include all or part of product revenue and, depending on the order facts and configuration, related tax or shipping. For sellers, marketplace commission and the transaction fee are recorded separately; a full refund can reverse them, while a quantity-based partial refund prorates the recorded amounts.
The refund may return to the original payment method or marketplace wallet under the available workflow. EzBuyCo records when the refund is initiated or credited; the payment provider and issuing bank control final card posting time.
Disputes, appeals, and fair use
If buyer and seller cannot resolve a request, EzBuyCo may review the listing, messages, payment, fulfillment, tracking, photos, return evidence, prior adjustments, and account history. False claims, altered evidence, returning a different item, harassment, or off-platform settlement can lead to denial or account action.
See Buyer Protection, Shipping & Delivery, and Contact Us. Include the order and request numbers when escalating.
