Returns, cancellations, withdrawal

From the system's point of view there are three situations, depending on how far an order has progressed:

• Before the payout to you and not yet shipped (within the first 14 days, see When you get paid): the customer can cancel themselves. The payment is refunded via the payment provider, the pending transfer to you is not triggered, and if you are connected to Shopify the order is automatically marked as cancelled there as well.
• 14 days without shipping: if you have not shipped after 14 days, we refund the customer ourselves and the payout does not happen. Before that you can cancel the order from the Seller Center at any time (see Shipping and orders). If something had exceptionally already been paid out, it is recovered; in individual cases the marketplace handles this on request.
• Order already shipped: a separate return path applies. In the Seller Center you see the notice "Return expected" and confirm yourself once the goods have arrived back with you. Only then is the refund to the customer issued.

This does not affect catalogue brands: they do not sell anything through the marketplace, see What the marketplace does.

The legal classification, that is who owes warranty and to whom a withdrawal is addressed, is governed by the contractual terms for brands. This chapter describes the technical handling.