How do I handle returns?
How do I handle returns — quick answer with steps and helpful context for Javern users.
Updated 31 July 2026
Overview
Returns and after-sales are handled directly between you and the buyer. When a buyer raises a problem, the order chat is where you work it out — often with a replacement, partial refund, or full refund and return of the item.
When a buyer contacts you about a return
- Read their message and ask for photos if they haven't sent any.
- Decide what resolution you're comfortable with — full refund, partial refund, replacement, or store credit.
- Agree next steps in chat: who arranges the return delivery, and how the refund will be sent.
Set clear expectations up front
Your store's return policy is shown on your store page. Keep it clear and easy to read so buyers know what to expect before they order.
- Open your vendor dashboard.
- Go to "Store Settings" → "Policies".
- Update your return policy, shipping policy, and warranty policy.
Issuing a refund
- The order is still "Awaiting Vendors Approval" — reject it. Full refund is issued automatically. See How do I reject an order?.
- The order has already been accepted or delivered — arrange the refund with the buyer. If you need to send money back and there's no automatic option, coordinate with them directly and reach out to support if you need help pushing a refund through.
When it can't be resolved
If you and the buyer can't agree, either side can contact support. Have your order ID and the chat history ready — we'll help mediate.
Still need help?
If this didn't fully answer your question, contact our support team and we'll follow up.
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