Returns

Sometimes a dispute results in a return — the buyer ships the item back to the seller and receives a refund once the return is confirmed.

Last updated About 12 hours ago

When Does a Return Happen?

A return only comes up when a dispute is resolved with a "return with refund" outcome — either agreed upon by both parties or decided by the CardNexus team. You can't initiate a return on your own outside of the dispute process.

When Is a Return Required?

A return may be part of the dispute resolution when:

  • The seller agrees to a full refund but wants the item shipped back

  • The CardNexus team decides that a return is the fairest outcome (e.g., the item has significant value and the issue is resolvable)

Not all disputes result in returns. In many cases, the resolution is a refund without requiring you to send anything back — especially for lower-value items or cases where the item is damaged.

Organizing a Return

Since returns are coordinated between buyer and seller, here are some tips to make the process smooth:

For Buyers

  • Communicate with the seller through the platform chat to agree on the shipping method and address

  • Use tracked shipping — this protects you if the seller claims they never received the return

  • Package the card carefully — use a toploader and rigid mailer, just like you'd expect to receive one

  • Keep your tracking number and share it with the seller through the chat

For Sellers

  • Respond promptly when the buyer reaches out about the return

  • Provide your shipping address through the platform chat

  • Confirm receipt once the item arrives so the refund can be processed

Always use tracked shipping for returns and keep all communication on the CardNexus platform. This ensures there's a clear record if any issues come up during the return process.

Who Pays for Return Shipping?

Return shipping costs are typically the responsibility of the party at fault:

  • Seller sent the wrong item or misrepresented condition — the seller should cover return shipping

  • Buyer changed their mind — this is rare in disputes, but if applicable, the buyer covers shipping

If there's a disagreement about who should pay, the CardNexus team will decide as part of the escalated dispute resolution.

What Happens After the Return?

Once the seller confirms they've received the returned item, your refund is processed. Refunds go back to your original payment method and typically take 5–10 business days to appear in your account.

Looking Ahead

We know the current return process is manual. We're working on adding dedicated return tooling to make this smoother in a future update. For now, keeping communication on the platform and using tracked shipping are the best ways to ensure everything goes smoothly.

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