A buyer may choose to cancel and refund an order after they’ve made payment.
If they do, they will contact you directly on the platform first and provide a reason. If you agree to refund the buyer, you will action this on the order page by scrolling to the “actions” column and hovering over the order icons until you see “REFUND”. This will ensure that the order is not added to your sales figures.
Thereafter, either the buyer or seller will DISPUTE the transaction directly on Truzo and request a refund. Once this has been done, Truzo will release the payment back to the Buyer, less the Buyer Admin and Payment Protection Fee.