Every dispute is ultimately decided by an external reviewer. After refurbed customer service informs you about the ongoing dispute, gathers all relevant evidence and submits it directly to the payment method, we must wait for their decision. Neither Klarna nor PayPal provides a specific timeframe for results. The review process can take anywhere from a few days to several weeks, depending on the complexity of the case.
These cases will be invoiced to you
When a case is ruled in the customer's favor, it means we failed to provide sufficient evidence according to the dispute category requirements. To clarify: Until now, refurbed has covered lost disputes even when you concluded that a refund was justified. By invoicing lost disputes, refurbed is now forwarding these costs to you. In accordance with the September Seller Guide Update, starting in November 2025, refurbed will begin invoicing lost disputes that were closed in 2025. This applies only to cases where a dispute was lost due to the following reasons:
- Missed refund deadline: The dispute deadline expired and case resolution continued, but you ultimately wanted to refund the purchase price. This can occur when the return process takes longer than expected and the case cannot be resolved within the deadline provided by the external source.
- Invalid proof of delivery: The proof of delivery does not comply with the required shipping policies (mentioned above). For example, a parcel was delivered without a signature despite exceeding the signature confirmation threshold, or a parcel was placed in a mailbox or left without a "release delivery authorization" from the customer. If this documentation is missing or incomplete, refurbed cannot verify a valid delivery. The responsibility lies with the seller.
Disputes excluded from invoicing
All subjectively debatable cases are excluded from invoicing. This means sellers will not be charged for disputes where:
- The customer service team and seller had already concluded a warranty exclusion.
- A valid proof of delivery confirming successful delivery was provided.
- The customer is still in possession of the product, but the external payment provider nevertheless ruled in the customer's favor.
Refurbed remains committed to ensuring fairness and transparency in the dispute process. Sellers will not be charged for cases where they acted correctly, even if the final decision favored the customer. Each dispute is reviewed individually by our team. Any case invoiced to a seller will be reflected on the November invoice and accompanied by the corresponding dispute reason.
Opportunity to appeal decision
If you would like to appeal this decision, please reach out to your Account Manager. Your Account Manager can provide you with more information about this decision, including the Zendesk link to the ticket on which this decision was based.