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With this option, you can select the marketplace — Poland (allegro.pl), Czechia (allegro.cz), Slovakia (allegro.sk) or Hungary (allegro.hu). With that, you can read articles about rules applicable to a foreign marketplace in your default language. If you want to browse articles in a different language, click here.
Refund for the buyer
How to top up your funds with a specific sum needed to issue a refund
If you do not have enough money to refund the buyer, you can top up the relevant payment operator's balance with a specific sum for that refund.
When you can use the top-up option
You can only top up the relevant payment operator's balance with the exact sum needed to refund a specific buyer. That means you cannot transfer just any amount of money whenever you want.
How you can top up your balance with a given operator depending on the marketplace
on allegro.pl
- in PLN — BLIK, online bank transfer(1), PayPal
- in EUR — PayPal
- in CZK — online bank transfer(1), PayPal.
on allegro.cz
- in CZK — online bank transfer(1), payment card, Apple Pay, Google Pay
- in PLN — BLIK, online bank transfer(1), payment card, Apple Pay, Google Pay
- in EUR — payment card, Apple Pay, Google Pay.
on allegro.sk
- in EUR — online bank transfer(1), payment card, Apple Pay, Google Pay
- in PLN — BLIK, online bank transfer(1), payment card, Apple Pay, Google Pay.
on allegro.hu
- in HUF — payment card, Apple Pay, Google Pay
- in EUR — online bank transfer(1), payment card, Apple Pay, Google Pay
- in PLN — BLIK, online bank transfer(1), payment card, Apple Pay, Google Pay.
(1) When you select online bank transfer, you will see the list of banks available for a given currency. For example, when you top up your funds on allegro.cz in PLN and select the online bank transfer payment method, we will display the list of Polish banks.
How to top up your balance with a specific operator
You can do it in one of the two tabs:
- When you refund the buyer
- We will redirect you to the return form. Provide the reason and refund amount, then click [make a refund]. Next, confirm your decision by clicking [yes, make a refund]. Click it, even if at the moment you do not have a sufficient amount in PayU, Przelewy24, or Allegro Finance.
- If you do not have enough money on your PayU, Przelewy24, or Allegro Finance balance (depending on which operator was used during payment) — click [pay for the return].
- Transfer the appropriate refund amount. You have 48 hours to make the payment.
Payment with a currency conversion
You can make a payment with a conversion, but it is possible only through PayU, as long as the buyer also chooses this operator while purchasing at your store.
After you order the payment, we will send you an email with information on:
- transfer amount (in the currency selected for that transfer)
- payment method you selected
- refund amount (and currency) the buyer will receive.
- After the refund is issued, you will see the following message:
Check the refund status in the Payment Refunds tab.
Topping up the balance for a refund and money from current sales
If between posting your transfer and issuing a refund (or an automatic refund) a payment from current sales appears in the Funds and Operations History tab, we will use the latter for the refund. It will be possible only if the payment from current sales is enough to cover the refund. We will return the amount you paid to the account from which you made the transfer.
Why you should use this solution
- you will manage returns faster
- faster refunds equal additional points for the sales quality
- you can get the transaction rebate (commission refund) faster
- buyers appreciate fast refunds and are more likely to give such transactions a higher rating
Did you know...
In addition to topping up your funds with the amount for a specific refund, you can use other features that allow you to refund buyers faster. Learn more .
Holding money for refunds
By holding an amount, you can avoid a situation when you do not have the appropriate amount to refund the buyer.
How it works
In the Payout Settings tab, you can choose how much money you want to hold on your balance after you pay out the funds to your bank account. We will pay out the remainder in accordance with your settings. You can hold money for refunds separately for each payment operator.
How to hold money for refunds
You can hold funds separately for payouts in a given currency. To do this:
- Go to the Payout Settings tab.
- In the section for payouts in a given currency, click [edit settings].
- In the pop-out window, you will see the details of your payouts and reserved funds. There, determine how much money you want to hold on a given payment operator’s balance. You can do it separately for each payment operator. If you enter 0 PLN for a given operator, we will pay out all the available funds.
- Click [save]. Done!
Payouts and holding money for refunds
You can pay out money to your bank account only if the sum to pay out is higher than the sum you want to hold for refunds. If that is not the case, the payout button will be grayed out. You will see a message explaining why you cannot pay out the money.
If you lower the sum you want to hold for future refunds, you will be able to pay out the funds again. The payout button will also become active.
This feature works the same way both for manual and automatic payouts.
Why it is a good idea to hold money for refunds
- You will process customer's refunds more conveniently.
- You get a chance to be awarded additional points for sales quality.
- You can get the transaction rebate (sales commission refund) faster.
- You get a chance to receive good ratings because buyers appreciate quick refunds.
- You can also use the held funds to pay for our services on allegro.pl and foreign marketplaces. Learn more about automatic collection of fees.
Apart from holding money, you can use other features that allow you to refund the customer faster. Learn more.
How can I issue a refund to the buyer
If, for some reason, you want to return the payment to the customer, you can do so in the relevant tab — provided you have funds available on the payment service provider’s balance.
You can make refunds on Allegro Lokalnie faster
Use a different method to refund a buyer on Allegro Lokalnie.
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 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.
Example
If the buyer pays for the purchase with a selected payment method, we will issue a refund the same way (to a bank account, payment card, revolving limit, or the balance displayed in the Funds and Operations History tab) — depending on the method they initially chose.
If you sell in foreign marketplaces — the Czech, Slovak, or Hungarian one — and your customer selects the payment on delivery option, they will get a refund to the bank account they specified in the return form.
How to grant a refund through Allegro
Open the Orders tab. Select [Payment return] next to that order.
Choose a refund reason:
- product return
- goods unavailable
- complaint
- overpayment refund
- cancelation by buyer
- unclaimed order
- full amount not present in order.
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.
- 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.
You can add a justification to the refund. Then, if you refund the buyer only a part of the amount, they can learn why.
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 [make payment] 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.
Automatic refunds for the buyer
Purchase cancellation by the buyer
All marketplaces: 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.
What if there is no money for a refund
- Foreign marketplaces: we will create an automatic Allegro Protect refund request on behalf of the registered customer and issue the refund within the program. Next, we will add the refund amount to your remaining Allegro service fees — you will find it in the Settlements with Allegro tab.
- allegro.pl: the customer can open a Discussion with you. If you do not reach an agreement, the customer will be able to submit a request for a refund from the Allegro Protect program.
Withdrawal from the agreement
Foreign marketplaces: 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.
If the refund attempt fails, we will create an automatic Allegro Protect refund request on behalf of the registered customer. When we pay them the equivalent of the refund under the program, we will add that amount to your remaining Allegro service fees — you will find it in the Settlements with Allegro tab. If the returned product has not reached you and we collect the money, we will help you resolve this issue through an Allegro Protect appeal.
You can also enable automatic refunds yourself if the buyer returns a product they have bought from you.
How to enable automatic refunds
In order to enable that option:
- Go to Order Settings.
- Select the type of orders for which you want to enable automatic refunds:
- Automatic refund for returned products — determine the time after which you will refund the buyer. You can set:
- between 1 and 7 calendar days — for orders returned due to withdrawal from the agreement
- between 2 and 14 calendar days — for orders returned due to a product defect — complaint.
- Automatic refund for returned products — determine the time after which you will refund the buyer. You can set:
We count the time to make a refund from the moment you receive the returned parcel. We will determine it based on the parcel status. When the buyer gets 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:
- Complete the return form on our website — using the [return purchase] option.
- Dispatch the return parcel with the return code or label. The customer can generate them while completing the return form mentioned above.
When the buyer does that:
- We reserve a sufficient amount for the refund.
- You collect the returned parcel — from then on, we will count the time for you to make a refund. You have the following amount of time to evaluate the returned product:
- from 1 to 7 calendar days — after that time, the buyer will be refunded if they have returned the product due to withdrawal from the agreement
- from 2 to 14 calendar days — after that time, the buyer will be refunded if they have returned the product due to a complaint.
No funds for automatic refund
Buyers will be refunded automatically if you have at least the amount of money equal to the order value in your Funds and Operations History tab.
If you do not have enough money for a refund and it does not change in the next 24 hours — we will not issue a refund automatically, so the buyer will not receive it. When that happens, we will let you know by email. Then, you can issue a refund manually.
If you have enabled automatic refunds or do not have enough money for a refund:
- in the case of a return (due to a withdrawal from the agreement or a complaint) — we will try to hold enough money for a refund every day for the next 7 or 14 calendar days. After that period, we will order a refund. If there is still not enough money for a refund in the Funds and Operations History tab 24 hours after ordering it, the buyer will not be refunded automatically. Refund the money on your own.
Options you can find useful
If you do not have enough money for a refund, you can use the following options:
Holding money for refunds — you can hold a specific amount of money in the Funds and Operations History tab for the purpose of future refunds. Learn more about holding money for refunds.
Topping up your balance with a specific sum needed to issue a refund — you can top up your balance with a specific sum you need to issue a given order. Learn more about this option.
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. If you choose to:
refund the buyer — fully or partially
- click Refund the selected amount
- you will be redirected to the refund form — enter the amount you want to refund
- you can justify your decision to the buyer.
refuse to refund the buyer
- click Refund of funds refused
- choose the reason for refusal
- 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.
- finally, click [save].
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
To find a specific return parcel and link it to the buyer, enter one of the following details in the search bar: tracking number, return number, or buyer's first and last name. Learn more.
The solutions from the Returns tab are also available in the API. You will handle refunds for canceled orders similarly — whether you make them through Allegro or third-party integrators.
If the customer has filled out the return form in a foreign marketplace and sent back the product, and we have the tracking number — make the return decision I am exchanging the goods to avoid the automatic collection of funds for the refund. You can do it in the Returns tab or through the API. You need to make a return decision within 7 days of receipt of the parcel.
Automatic refunds for buyers do not apply to complaints. Learn what to do if the buyer files a complaint about a product.
In that case, make a negative refund decision within 7 days of receipt of the return parcel. You can do it in the Returns tab or through the API.
A buyer who has withdrawn from the agreement can only get an automatic refund from us after you receive the parcel. From that moment, you have 7 days to make a return decision. If the return parcel is lost and:
- does not reach you (its status does not change to Delivered) — we will not be able to issue an automatic refund for the buyer
- does not reach you, but its status changes to Delivered — contact us. You can also make a negative return decision. In such a case, we will not be able to issue an automatic refund for the buyer.
