To handle returns for an online store, write a clear return policy, let buyers ask for a return with a reason and photos, and answer quickly. On Paylead, buyers of delivered physical orders can ask for a return within 7 days from their order page, you approve or reject it, and refunds are handled by the Paylead team once you confirm the item came back.
Write your policy first
Put it in every product description:
- How long: 7 days after delivery.
- What qualifies: damaged, wrong item, not as described, doesn't fit, missing parts.
- What doesn't: for example, worn or washed items, or custom orders.
- Who pays to send it back.
How buyers ask
On their order page, buyers see Problem with your order? Ask for a return. They pick a reason, choose money back or a replacement, describe the problem and add up to 3 photos. You get an alert by email, SMS and in the app. See handle returns.
What you do
Open the order, or Shipping → Returns to see them all:
- Approve return and arrange for the item to come back, or Reject with a short reason (the buyer gets it by email).
- When it arrives, click I got the item back.
- Close return when everything is settled.
The buyer is emailed at every step.
Refunds and replacements
Refunds are never automatic. When a refund return is marked received, the Paylead team sends the buyer's money back and tells you when it is done. For a replacement, send the new item yourself.
Tips
- Answer within a day. Quick answers stop buyers from disputing the payment.
- Ask for photos before approving costly items.
- Learn from returns. If one product keeps coming back, fix the photos or the description.
Frequently asked questions
Can buyers return digital products?
Returns are for delivered physical orders.
How long do buyers have?
7 days after delivery.
Can I reject a return?
Yes, with a short reason the buyer receives by email.
Who refunds the buyer?
The Paylead team, once you mark the returned item as received.
