How can I issue a refund to the buyer

In order to provide your customers with the most convenient forms of payment and refund, make sure you can transfer funds through several payment service providers.

Refunds through Allegro

• If you have enough funds on the payment service providers’ balance, you can order a refund at any moment, and we will issue it immediately (through the payment service the buyer used to pay for the order).
• If you do not have enough funds, you can still request a refund. If the funds appear on the payment operator's balance within 24 hours, the refund will be issued. You can also pay this amount yourself — just click [make refund payment] under Refund details.
• You can issue a refund for the same order multiple times, up to the whole received amount.
• You can return a surcharge together with the refund.
• You can refund additional services separately.

In order to issue a refund to a buyer, you need to have the necessary amount on an appropriate payment service provider's balance in the Funds and Operations History tab. The refund will be processed by the same PSP the buyer has chosen to pay for that purchase.

How to grant a refund through Allegro

1. Open the Orders tab. Select [Payment return] next to that order.

2. Choose a refund reason:

   • product return
   • goods unavailable
   • complaint
   • overpayment refund
   • cancelation by buyer
   • unclaimed order
   • full amount not present in order.

3. Decide if you want to refund the buyer for all the products or just a part of the order. In the case of a partial refund, deselect the products you do not want to refund.

Refunding a specific number of items

The maximum number of items from a given order is set by default. You can edit it and enter the number of items which you want to refund.

Returning a specific amount of money

You can make a partial refund, regardless of the number of units purchased. To do this, click [edit amount] and enter the amount you want to refund. You cannot exceed the value of all items in an order.

If you refund the buyer partially and want to do that again for the same order, you will not be able to edit the number of items anymore. The next refund must also be a refund for a specific amount of money.

4. In the next step — Delivery and other costs — you can refund delivery costs partially or fully. You can also refund additional service costs or surcharges.

5. You can add a rationale to the refund — in the form of a description and images explaining your decision in the Attachments section. The buyer will see them in the return details of their order. When you refund them an incomplete amount, they will know why.

6. In the last step, click [yes, make a refund] and confirm your choice. Your customer will receive the refund. We will take the money from your available funds on the payment service provider's balance in the Funds and Operations History tab.

After issuing a refund, you will see a confirmation message. We will also send you the confirmation by email. The buyer will receive an email notification about the refund, together with all the details. The buyer will receive the money within 2–7 business days — the exact time depends on the payment method selected during making the purchase.

What if you do not have enough funds to issue a refund

When you do not have enough funds for a refund, you will see this message:

If you click [yes, make a refund], we will try to take the money from your available funds on the payment service providers’ balances in the Funds and Operations History tab. If sufficient funds are available at that time, the refund will be made automatically. We will let you know about it by email.

If you do not expect any payments within the next 24 hours, use the option to top up your funds with a specific sum needed for a refund. Click [deposit funds] and transfer the necessary amount.

This solution allows you to return the payment for a specific order quickly. If you want to top up your funds in the Funds and Operations History tab to refund a specific order on a foreign marketplace, learn how to do it.

Problems with topping up funds for a refund

If you fail to make the payment, you can retry the operation without having to wait 24 hours.

In the refund form, we will display a message with a link to complete it. Click [complete the supplementary payment].

1. Find the refund for which you want to top up your funds on the List of payment refunds.
2. Click [pay] next to the selected refund.

3. We will redirect you to the page where you can make the payment.

You can also find the [make refund payment] button in the Refund details.

Automatic refunds for the buyer

We will automatically refund the buyer from your funds:

• when the buyer cancels an order they have paid for
• when customer withdraws from the purchase agreement.

Purchase cancellation by the buyer

When the customer cancels the purchase they paid for (applies to parcel status New), we will immediately attempt an automatic refund — from the money you see in the Funds and Operations History tab. If your balance in that tab does not contain enough funds for an automatic refund, we will attempt to collect the money over the next 2 working days.

Withdrawal from the agreement

If the customer returns the product and you fail to decide on the refund (refunding the money or declining the return) within 7 days of receipt — we will make an automatic refund attempt. We will issue it from the funds you see in the Funds and Operations History tab. If your balance in that tab does not contain enough funds for an automatic refund, we will attempt to collect the money over the next 24 hours.

What if there are no funds for a refund

• in foreign marketplaces: on behalf of the registered customer, we will automatically create a compensation claim under Allegro Buyer Protection and pay the money out as part of the program. Next, we will add this amount to your other fees for Allegro services — you will find it in the Settlements with Allegro tab.
• on allegro.pl: the customer will be able to open a Discussion with you, and if you do not reach an agreement, they will be able to submit a compensation claim under Allegro Buyer Protection.

How to shorten the time after which an automatic refund occurs

You can change it only for orders returned due to withdrawal from the agreement. You can do this in the Order settingstab — there, you specify after how many days you will automatically refund the buyer. You can set up from 1 to 7 calendar days.

We count the time to make a refund from the moment you receive the return parcel. We determine that based on the parcel status. Once the buyer receives the refund, you will see it in the Returns tab.

How automatic refunds work for returned orders

In order to make an automatic refund possible, the buyer needs to:

1. Complete the return form on our website — using the [return purchase] option.
2. Dispatch the return parcel with the return code or label. The customer can generate them while completing the return form mentioned above.

The Returns tab

In the Returns tab, you will find tools which will help you process refunds.

Return decision

With the return decision, you can determine if you refund the buyer or refuse to do so. Instead of refunding the buyer, you can send them a new item.

In the Returns tab, you can find the return decision option under each return. You can expand it and decide with one click if you want to:

• refund the buyer — fully or partially

  1. click Refund the selected amount
  2. you will be redirected to the refund form — enter the amount you want to refund
  3. you can justify your decision with a description and images — the buyer will receive them along with your decision.

• refuse to refund the buyer

  1. click Refund of funds refused
  2. choose the reason for refusal
  3. if you refuse to refund the buyer, make sure you justify your decision. If you offer the buyer, for example, to replace the goods, you can leave a comment.
  4. finally, click [send decision].

Refund statuses

On the timeline, you can now check the statuses of return parcels and refunds.

The refunds visible in the tab can have different statuses:

• pending – a temporary status; awaiting a refund order; we are checking if all the refund information is correct
• in progress – a refund is in progress; in this step we charge the seller (if there is no money in the seller’s wallet, we wait for funds to appear) and we order a refund via PSP
• refunded – funds were returned to the buyer (if the refund was issued to a payment instrument, PSP transfers the funds to the buyer's bank, or their card; alternatively their limit was paid for)
• partial – a partial refund; this status may occur when you refund a payment and a surcharge, but only one of those refunds is completed (for example, when you do not have enough funds in the Funds and Operations History tab)
• not refunded – this status appears when it is not possible to issue a refund (for example, when you do not have enough funds in the Funds and Operations History tab).

You can find the information on refunds you have granted in the Returns and Funds & Operations History tabs. In the latter, you can also find details of all your transactions and payments.

Depending on how your customer paid for the order, the refund can be credited to a bank account, payment card balance, or the renewable limit balance on Allegro.

If your customer has used Allegro Smart! or a coupon to buy from you, the refund amount will be reduced by the deductions used.

We will let the buyer know about the refund and its method by email.

We have enabled solutions from the Returns tab in API, too.

Frequently asked questions