Rules of granting transaction rebate (sales commission refund) – frequently asked questions

We will grant the transaction rebate (sales commission refund) automatically (without contacting the buyer via email) if we have all the data necessary to make such a decision. We will check, among others:

• whether the buyer returned the item through the Purchase history tab, and what the return reason was — a mistake at purchasing or withdrawing from the agreement. Consider recommending that the buyers return purchased items through the Purchase history tab — it will make processing applications for transaction rebates (sales commission refunds) more convenient for us.
• whether the buyer’s payment was returned through Allegro in the case when they paid through it. Receive and return payments through Allegro. You will find your entire operation history in the Funds and Operations History tab.

If you meet all the conditions above, we will accept your application and grant you a transaction rebate (sales commission refund) automatically.

We will send them an email only in specific cases when we are not able to determine how the transaction proceeded. If the data we have in the system is sufficient to process an application, we will not send an email to the buyer.

We will not send the email if:

• the buyer returns the item through the Purchase history tab
• you return the payment through the refund form on Allegro, or the API.

If both requirements are met simultaneously, we will consider your application immediately. In other cases, when we are not able to determine the transaction progression and details on the basis of the information we have, we will contact the buyer.

In this case, we may reject your application. You can appeal against this decision through the dedicated form.

If you decide to apply for a transaction rebate (sales commission refund), we will account for your sales quality while processing your application. If the quality of your sales is high (Super +, Super, Good, Neutral), we will grant you the rebate immediately. If your sales quality is lower, we will contact the buyer.

No, do not worry about it. In this case, we will send the buyer a message asking why they resigned from the purchase. However, remember to always encourage the buyers to return the purchased goods through the Purchase history tab — it significantly facilitates processing applications.

On January 1, in the Purchase history tab, we updated the list of reasons for returning the purchase the buyer can choose. We also added relevant explanations so that the buyer always knows which reason they should select.

If the buyer paid for the purchase through Allegro, you need to do a refund through Allegro as well. It is a key requirement for receiving a transaction rebate (sales commission refund). That is why we strongly encourage all sellers to return payments through the refund form or through the API. You can also enable automatic refunds.

You may need proof of resignation if we reject your transaction rebate (sales commission refund) application and cannot confirm the item return because the buyer did not do it through the Purchase history tab. Then, we may ask you to attach the buyer’s confirmation of withdrawing from the agreement when you file an appeal against our decision.

If you apply for a transaction rebate (sales commission refund), but by this time we will not have noted the payment return for a buyer who paid for their purchase in advance through Allegro, we will put your application on hold for 24 hours. We will check the refund status after 24 hours to see if you have ordered a refund within this time. If we do not note any refund made, we will reject your application and you will not receive the transaction rebate (sales commission refund).

Yes, this is very important. That is why we want the sellers to add tracking numbers. In case of the parcel payable on delivery, when the buyer does not return the item through the Purchase history tab, we will be able to track the parcel and access its history. If the buyer refuses to collect a parcel, we will grant you the rebate automatically.

If you do not add the tracking number for a parcel payable on delivery, and the buyer does not return an item through the Purchase history tab, we will reject your application and you will not get the transaction rebate (sales commission refund).

Of course! When processing applications on the basis of the new rules, we will consider situations where providing a tracking number is impossible because of shipping with your own transport. In this case, we will send the buyer an email asking them to confirm that the transaction has not been completed.

In the My Sales Quality dashboard, you can check the current level of your sales quality. Additionally, there you can find information about the areas that influence the sales quality on Allegro and detailed metrics for all areas. While considering your transaction rebate (sales commission refund) application, we look only into a general rating of your sales quality, which may be graded as one of the following six scores:

• Super +
• Super
• Good
• Neutral
• Needs improvement
• Unacceptable.

If you need to learn more about sales quality and how to improve it, check out this article.

If you want to get a transaction rebate (sales commission refund) more easily, your sales quality needs to have one of the following scores:

• Super +
• Super
• Good
• Neutral.

If you need to learn more about sales quality and how to improve it, check out this article.

We score the quality of your sales based on the data from the last 30 days, and it is recalculated daily. Your sales quality consists of 5 areas:

• ratings from buyers
• customer service
• offer attractiveness
• order fulfillment
• compliance with the Terms & Conditions.

Under the new rules for granting the transaction rebate (sales commission refund), we consider the sales quality you have at the time of application.

A low sales quality score does not mean you cannot get a transaction rebate (sales commission refund). However, you cannot get it if the buyer selects one of the following reasons for return:

• The goods do not match the ones ordered by the buyer
• Goods not delivered on time
• Missing element
• The gooods are damaged, but the parcel is intact
• Other defect or non-compliance with the agreement

and your sales quality is lower than Neutral. Check your sales quality here.

If the transaction has not been completed for those reasons, but you have a high sales quality score — it will be easier for you to get the transaction rebate (sales commission refund). We understand that such situations may happen sporadically even to the best sellers, so it does not exclude the possibility of getting the rebate.

In addition to changing rules, we will introduce a few solutions to make applying more convenient. After the change, you will be able to file an application in the Orders tab. All you will need to do is click [actions], and then [transaction rebate]. Besides, you will be able to file a rebate application for many orders with just one click. In the Submitted applications tab, we will add the option to filter applications by their statuses.

On the basis of the information we have, we will be able to determine the reason you apply for a transaction rebate (sales commission refund) on our own in most cases. That is why we will not ask you to give the reason in the application, which will make the process easier. However, in some cases, we may send an email to the buyer, asking about the reason for not completing the transaction.

Yes, in the new application process you will be able to file an application concerning multiple items bought within one order.

Example

The buyer purchases items from a few of your offers and pays with one transfer (which means it is one order), but later resigns from completing this transaction. You will be able to apply for a transaction rebate (sales commission refund) for all the items. You will do it with one click!

Yes, there is such an option already. In the Orders tab, you will find a filter that may help you see only orders with a given payment status – like paid or unpaid orders.

No. The new transaction rebate (sales commission refund) granting process is based mainly on the information we have in our system. You will not need to send attachments and additional information to the application. If we do not have sufficient information, we will contact the buyer via email.

Just like before, you will be able to apply immediately after the purchase. In case of non-payment or unfinished payment, we wait for 3 days from the purchase to the order completion. If we do not note a payment during this time, we will contact the buyer via email. However, if you have a high sales quality score, we will grant you a transaction rebate (sales commission refund) automatically, without asking the buyer for a reason.

Under the Allegro Terms and Conditions, the buyer has 7 days to pay for an order, unless the parties to the transaction agree otherwise. If no such arrangements have been made, the seller should wait 7 days for payment and apply for a transaction rebate (sales commission refund) after this time.

Just like before, you will be able to apply for a rebate within 45 days of the purchase date.

In the appeal form, you will find all the applications from the last 120 days.

Yes, you will be able to do that. Until the changes are introduced, we consider applications and appeals based on the old rules. After the change, we will introduce new provisions to the Terms and Conditions. Applications and appeals will be processed according to the new rules.

You can invariably appeal against a rejected application using the appeal form.

According to our knowledge, currently, the tax authorities require that online payment processing systems allow for full identification of the person who made a payment or a refund — allowing for linking the payment to the buyer and the order number.

When you make a refund through Allegro, you can link it with a specific order in the sales dashboard, in the Orders tab. In other words, we enable identification of the recipient and the title of the refund, which should be accepted by the tax authorities.

Additionally, the information about the refund is available in the List of payment refunds or Funds and Operations History tabs, available in Allegro Finance, and in the email notification — there, you can always find the complete information about what was refunded to whom.

The above is based on our understanding of the regulations. It does not constitute tax advice, nor is this binding on sellers, buyers, or tax authorities. Allegro does not provide tax advisory services. If you have any additional questions on this matter, we recommend you contact a licensed tax advisor or the tax office.