A buyer reported a problem with an order — what now?

When a buyer reports a problem with an order, you are notified and the report appears for your storefront. You respond first: refund the buyer, in full or in part, or decline with a reason — and message them in chat either way.

1. Open the report and read the buyer's reason and description.
2. Message the buyer in the chat you already share — many reports are a delay or a misunderstanding, and a buyer who hears from you often withdraws the report themselves.
3. Refund in full or in part, or decline with a real reason the buyer and Sebairo can weigh.

Refunds

A refund is a real refund to the buyer's card, and it cannot be undone. The confirmation shows the exact amount before you commit. A partial refund is normal when only part of the order went wrong.

Escalation

If you decline, the buyer can escalate to Sebairo immediately; otherwise they can escalate 48 hours after reporting. An escalated report is settled by Sebairo's team — it leaves your hands, and only Sebairo's team can settle it.

Sebairo carries no shipping. If you want an item sent back, arrange it with the buyer in chat — nothing in the reports process tracks a parcel.