Commission Process

ℹ️ In case you have questions about the commission process, please contact us on: cancellations@refurbed.com

• How does the commission process work?

  “Keep Commission” ensures that refurbed retains commissions only in specific cases, such as cancellations, returns due to seller error or violations of the marketplace policies.
  This policy is highlighted under section 6. paragraph 4-6 of the Payment terms of the Seller Guide.
  When determining the overall liability for an order item, all related tickets, both open and closed, will be reviewed. Any ticket-topic changes made within 45 days of ticket creation will also be considered.

  If a refund occurs within the first 45 days, the system will check whether a ticket exists and determine responsibility accordingly. If at least one ticket assigns liability to the supplier, the supplier remains responsible. If no ticket exists, the liability is also assigned to the supplier. After 45 days, the platform retains the commission automatically.

  This process ensures fair and transparent refund handling for all parties involved.

• How can I contest liability?

  To contest liability, you can use the Ticket Topic Change (TTC) process in Zendesk. This lets you request changes to ticket topics that were incorrectly created and could affect your Seller Performance Rating (SPR). The TTC process helps ensure topics are properly classified. For more details, check the respective guidelines.

• Reasons for keeping commission?

  If a customer refund is caused by your fault, you will be charged any applicable commission.
  This includes but is not limited to: defective devices, devices not corresponding to the ordered grading, devices in wrong configuration.
  The commission will also be charged for out-of-stock sales/cancellations by you and refund requests due to delivery delays caused by you.

  No commission will be charged if you can prove to refurbed with irrefutable evidence according to refurbed’s policies (i.e. Ticket Topic Change Guidelines) that the return refund was not caused by your fault.

  
  ℹ️ Starting February 10 (2025), you will be able to see affected orders, including held and reversed commissions, in the new 'Keep Commission Overview' report in your Sales/Payout Dashboard within the Seller Interface.

   

• What ticket topic to choose for informing customer about cancellation?
  💡Always make sure to create a ZD ticket for every order item before you cancel/refund. It is not possible to refund an order without opened ticket for this order item ID.

   

  Cancellation > pricing error [Cancellation]

  • When to Use: Choose this if the product’s displayed price was incorrect (e.g., a typo or decimal mistake).
  • Example: You accidentally listed a €500 smartphone for €50, so you must cancel the order to avoid a severe loss.

   

  Cancellation > Stock issue [Cancellation]

  • When to Use: Select this if an item is actually out of stock and cannot be shipped.
  • Example: Your system didn’t update inventory correctly, showing items as available when they were actually sold out.

   

  Cancellation > customer fraud [Cancellation]

  • When to Use: Pick this if you suspect the order is fraudulent (e.g., stolen payment details).
  • Example: The shipping address is suspicious or doesn’t match the payment information, indicating possible fraud.

  Cancellation > refurbed system error [Cancellation]

  • When to Use: Use this if a system or integration glitch on the refurbed platform prevents you from fulfilling the order.
  • Example: A technical error in the order processing system forces you to cancel because you can’t finalize the transaction.

• How do I get the commission back when I refund after 45 days?

  If you refund a customer after 45 days, you need to get in contact with cancellations@refurbed.com and ask for the reimbursement of the respective commission. In order to request the commission back you should contact cancellations within 45 days after the refund. You need to add a short explanation of the case. Refurbed will check the case and if the refund is not your fault, the commission will be sent back to you manually and included in the next Sales Report.

  Important note: If you refund exactly on day 45 after purchase, it can happen that the commission does not get transacted back automatically due the processing time. In such a case, you need to check in your next Payout Report, whether the automatic commission reimbursement went through or not.