As a vendor on the Sitex Marketplace, you are responsible for handling returns and refunds for orders fulfilled from your store. This article explains the process and your obligations as a seller.
You should set out a clear returns policy in your Store Settings → Store Policies. This is displayed to customers on your storefront before they purchase. Your returns policy must comply with UK consumer rights law, which gives customers the right to return most goods within 14 days for a full refund under the Consumer Contracts Regulations.
When a customer raises a return or refund request, it will appear in your vendor dashboard under Refund Requests. You will also receive a notification. Review the request promptly and respond within a reasonable timeframe.
Open the refund request from your dashboard
Review the reason given by the customer
If approved, confirm the refund in your dashboard
Instruct the customer to return the item if required, providing a return address
Once the return is received and inspected, confirm the refund is complete
The refund amount will be deducted from your vendor balance accordingly
If you believe a refund request is not valid (for example, the item was correctly described and is not faulty), you may decline it with a clear explanation. However, if a customer disputes this, the Sitex marketplace team may step in to review the case. Decisions made by the marketplace admin team in dispute cases are final.
If a customer reports a damaged or faulty item, you must offer either a replacement or a full refund. Do not ask the customer to return a damaged item unless it is necessary for insurance or claims purposes. Photograph evidence from the customer is helpful in these cases.
When a refund is processed, the corresponding earning is reversed from your vendor balance. The 12% commission is also reversed proportionally. Full details of all refund adjustments are visible in your Earnings history.
If you are unsure how to handle a specific return or need support with a dispute, contact the Sitex marketplace team via Messages in your dashboard or email support[at]sitexdirect.com.