Refunds and chargebacks
When a return is refunded, the money goes back to the buyer the way they paid, comes off the held sale or your balance if it was already released, and its commission comes back to you. Here is what to know about card chargebacks too.
In this article
A refund happens when a buyer returns an item within the return window and their country's rules. In normal cases nobody steps in by hand: the refund is made when you receive the return, or by itself when deadlines pass. This article explains where the money goes and what comes off your balance.
How the buyer gets the money back
| How they paid | Where the refund goes |
|---|---|
| Online payment | Back to the same card through the payment provider (5 to 10 days, depending on the bank), or instant credit in the buyer's wallet if they choose. Any part they paid with store credit comes back as credit. |
| Buy now, pay later | Only through the same provider: remaining instalments are cancelled, or what was paid is returned. |
| Cash on delivery | Instant credit in the buyer's wallet once the item is back with you. |
When the refund happens
- When you record the return as received, the refund is made at once.
- If collecting the return from the buyer is your job and you don't arrange it within 7 days, the buyer is refunded automatically and keeps the item.
- If a return was sent and you neither receive nor refuse it within 10 days, the buyer is refunded automatically.
- If you refuse a return (with the reason and photos), the buyer has 7 days to ask Majyk Danya to decide.
- The refund is the price of the returned items, plus their share of delivery when the fault was yours: damaged, defective, wrong item, not as described, or missing parts.
The return steps are in Handling returns and Returns policy.
What comes off your balance
- The refund is recorded as a deduction in My money. If the sale is still held, it comes off that sale on its release date; if the money was already released or withdrawn, it comes off your available balance at once, which can go below zero and is then covered by your next sales.
- The commission taken on the refunded items comes back to you exactly as it was taken at delivery, even if the rates have changed since. Delivery charges never carry commission, so there is nothing to return on them.
- A credit note is issued automatically and appears in Invoices.
- If the payment provider can't refund automatically, the Majyk Danya team completes it by hand in the provider's dashboard; nothing more is asked of you.
Card chargebacks
A chargeback is when a cardholder disputes a payment with their bank. Because buyers pay Majyk Danya, the dispute is between the bank, the payment provider and Majyk Danya, and it is answered from the order's records on the platform. So your best protection is a complete order record:
- A tracking number for every shipment, ideally with a courier whose tracking updates the order by itself.
- Delivery recorded as soon as it happens.
- An honest description and real photos that match what you shipped.
- All contact with the buyer inside the platform, and timely answers to their messages.
- Clear photos and a written reason whenever you refuse a return.