Payments, shipping & refunds

How do I get a refund or return an item? Start from the order page. Which options you see depends on whether the order is paid, delivered, and still inside the return window. How does eBuy protect my payment? eBuy holds your money until you confirm the item arrived. The seller is paid only after you confirm receipt of the order. Why am I being charged for shipping? Each listing has its own seller-set shipping charge. The cart shows and totals those charges before you pay. Can I cancel an order? You can cancel a paid order from its order page while it is still unshipped. Shipped orders must use the return or support process. When should I confirm receipt of an order? Confirm receipt only after the item is in your hands and checked. If a self-ship return is approved, add carrier and tracking from the order page. My payment failed or the money was debited with no order A failed payment charges you nothing. If your bank shows a debit but the order says unpaid, wait 15 minutes before doing anything else. Where is my refund? Check whether the refund was approved, not just requested. Once it is sent, the time it takes depends on your payment method and bank. My order has not moved or the delivery is late Check which status the order is at. Nothing shipped after two working days, or tracking frozen for several days, is worth a ticket. I received the wrong or a damaged item Do not confirm receipt of the order. Photograph everything, then raise a support ticket from the order page while the return window is open. Why have I not received my payout? A delivered order is not automatically payable. The usual holds are an open return window, an active refund or dispute, or the payout waiting period. What fees does eBuy charge? Buyers pay the checkout total. Seller commission and payment fees use the rates recorded for the order, which are shown in the payout breakdown. What payment methods can I use? Pay by UPI, card, or net banking through Razorpay. If money is debited but the order does not confirm, wait 15 minutes before doing anything else. What do the order statuses mean? Processing, Shipped, and Delivered describe fulfilment. On eBuy, Delivered is set when you confirm that you received and checked the item. When do I get paid? After the buyer confirms receipt, the return window closes, and the payout waiting period passes. Your KYC must be approved before any payout is released. My order has not arrived. What do I do? Check courier tracking from the order page first. If the parcel is genuinely overdue, raise a support ticket from that same page.