Everything starts from the order page. Open Buyer → Orders and select the order. The options shown there are the ones available to you right now.
The three options
- Cancel order while the paid order is still unshipped
- Return request when support or an administrator has opened a return window for that order
- Support ticket for anything needing investigation, files, or a reply from a person
There is no standalone buyer refund or dispute button. A refund is processed after an eligible cancellation, approved return, or reviewed dispute.
Evidence that helps
- A video of you opening the parcel, starting while it was still sealed
- Clear photos of the problem
- A screenshot of courier tracking
- A photo of the outside of the parcel if it arrived damaged
- The listing photo next to a photo of what you received
The return window
A return option appears only when support or an administrator has enabled a return window for that order. The order page shows when it closes. Raise the problem through the order ticket if you need a return and no return option is available.
How much you get back
The approved amount is recorded on the order. A refund may be full or partial, depending on the decision and evidence.
How long a refund takes
Once eBuy sends a refund through the payment provider, your order shows its refund status. The time it takes to appear depends on the payment method, payment provider, and bank.