When a seller refunds part of your order
What a partial refund from the seller means, what you get back, and what to do if you never agreed to it.
Last updated About 6 hours ago
Why a seller refunds part of an order
Sometimes a seller can't send one of the cards you ordered: they can't find it, or it turns out to be in worse condition than listed. Rather than cancelling your whole order, the seller can refund that card and ship the rest.
The seller should ask you first
The seller is expected to message you in the order chat before refunding anything: which card, and how much. You can then:
Accept the refund and receive the rest of your order.
Ask to cancel the whole order instead, if you only wanted that card. This is possible while the order is still Awaiting Shipment: go to Purchases, open the order and select Request Cancellation (see Cancelling an Order).
What you receive
The amount the seller refunded, plus the matching share of the service fee you paid at checkout.
It goes back to your original payment method, usually within 5 business days. If you used a coupon, part of the refund comes off the coupon instead.
You're told by email, by notification and with a message in the order chat. The order page shows the amount refunded.
The order itself continues normally: same status, same tracking, same 7-day review window after delivery. A partial refund is not a cancellation and it doesn't open an issue.
If you never agreed to it
If the seller refunded part of your order and shipped the rest without asking you, and you're not happy with what arrives, you don't have to keep it.
Go to Purchases, open the order and select Report an issue (Ask for help in the app). Choose Missing items or Other, and explain that the seller shipped without asking you first.
Our team checks the order chat. If the seller never asked, or you didn't agree, we hold the seller responsible.
You send the parcel back by tracked mail and the seller pays the return shipping. You're refunded in full once tracking shows the parcel delivered to the seller.
Report it within 7 days of delivery, before the order completes. See Reporting a Problem for the full process.
Good to know
Full refunds still go through a cancellation (before shipping) or an issue (after delivery). A seller can only refund part of an order this way.
The seller can issue a partial refund at any time before the order completes, but never while an issue is open.
Related
Still need help? Ask the team