To process a refund:

  1. Visit the Orders page

  2. Search for the order you'd like to refund. On the menu next to the item, click Issue Refund

  3. A pop up will ask for the reason you want to refund and you can select from several options based on the customer's purchase.

If you process a refund for a payment that hasn't settled, the payment will be Voided. That means payment is reversed before settling.  

 

If the payment has already settled, Tophatter will refund the buyer’s payment back to the buyer using Tophatter's bank account (money will not be taken from your checking account).

 

A Refund Deduction will be added to your Fees for the amount disbursed to you. In other words, you will not pay seller fees on the transaction. The transaction will say Refunded on your Items page.

 

Example: A customer asks for a refund on a $100 purchase. The seller paid Tophatter $20 in fees and received $80 in their bank account for this order. When the refund is issued, Tophatter will send the customer $100 from the Tophatter bank account and invoice the seller for only $80 as $20 has already been paid to Tophatter.

 

Please note that issuing refunds for orders where the buyer did not request one may result in a temporary block on your scheduling.

 

If a seller's account has an abnormally high rate of refunds they may be charged refund fees on future instant refunds issued, or billed for return shipping of the item from the customer.