7. Refund requests

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If an order has a problem and you think you shouldn’t have to pay for that part, you can submit a refund request for the operations team to review.

When to submit a request

• The printed product is defective/damaged
• The parcel was lost or couldn’t be delivered
• The marketplace already refunded the customer (so you no longer need to pay the print factory)
• The factory sent the wrong product
• The price was calculated wrongly
• You were charged twice for the same order
• Another reason

How to submit a request

A refund request is always submitted from that order’s details page (the Refund Requests page is for tracking only — it has no button to create a new one):

1. Open the order you want refunded (go to Orders → click the order).
2. Click Request refund.
3. Choose a Reason (from the list above).
4. Write in the Explain what happened box — describe the problem clearly.
5. Attach photo evidence if you have it (up to 10 images, each ≤ 50MB — for example a photo of the defective product).
6. Click Submit request.

The refund amount is the remaining amount that was charged for that order — you don’t enter an amount. Each order can have only 1 pending request at a time, and the Request refund button doesn’t appear for orders that haven’t been charged (drafts / not yet sent).

Track your requests

Go to Refund Requests to see the requests you’ve submitted (columns for order, reason, amount, status, and date submitted; with a filter by Status). Click a request to see its details:

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