Whether a shopper wants to return, cancel, exchange, or modify their order, we ask they reach out to you as the merchant directly. Since we don't have access to your e-commerce platform, we are unable to make any modifications to orders or initiate any refunds.
We do not have any restrictions on what kind of policies you offer at your store - whether you issue full refunds, keep a restocking fee, or just issue store credit is entirely up to you. We just ask all transactions – Sezzle or otherwise – have the same policies applied to them.
Should the situation warrant a refund, Sezzle will be able to process the refund you decide to issue using your card on file or via existing reserves in your account. Should you have existing funds or a card on file, platforms like Shopify and WooCommerce have a seamless Sezzle integration that will allow you to issue a refund from within those platforms and then have the refund sync back to your Sezzle account. You can also always issue a refund through Sezzle directly. Refunds are automatically subtracted from your Refund Reserves and/or the card on file, and can be seen in the "Refunds" tab.
Regardless of how much the customer has paid, please issue a refund as though they have paid in full - we will handle adjusting their repayment plan for you! (See: How are refunds handled by Sezzle?)
We are unable to reverse or alter refunds once they have begun processing. Never issue a refund via cash, as if the customer states they did not receive their refund, you will not have a way to verify it was issued. Additionally, please do not issue refunds through alternate platforms, like PayPal or Venmo.