What can I do if a buyer is not happy with their purchase (e.g., the item is not as advertised)?

If a buyer is unhappy with their purchase because the item is not as described, you have two main options to resolve the issue: 

1. Offer a Partial Refund (Discount on Purchase Amount)

You can offer the buyer a partial refund as compensation. This allows them to keep the item while receiving a discount for the discrepancy.

Steps to arrange a partial refund:

• Contact the buyer and agree on a refund amount.

• Once agreed, contact our support team at support@whoppah.com with:

  • The order number

  • The agreed refund amount

  • A brief explanation of the issue

• Our team will process the refund directly to the buyer’s original payment method.

Note: The refund will be deducted from your seller payout or processed separately, depending on the status of the transaction.

2. Accept a Return

If a partial refund is not an acceptable solution, you can choose to accept the return of the item.

Important points to consider:

• You and the buyer must agree on the return conditions.

• Returns should ideally be done using tracked shipping.

• Transport costs:

  • If the item was not as described, the seller is generally expected to cover the return shipping costs.

  • You can either provide a return label or reimburse the buyer after they send the shipping receipt.

Steps to arrange a return:

• Agree on the return with the buyer.

• Once the item is received back in good condition, contact our support team with:

  • The order number

  • Confirmation that the return has been completed

• We will issue a full refund to the buyer.

If you're unsure which option is best or need help mediating, feel free to contact us at support@whoppah.com.