Summary
New mandatory refund rule: product mismatches, defects, or wrong items require full refund in original payment method (no store credit). Sellers may alternatively replace with equivalent/better functionality item.
Why it matters
Sellers must refund customers in original payment method only—store credit is now prohibited. Violations risk compliance strikes, seller rating damage, and potential account penalties. Requires immediate operational changes to refund workflows.
Recommended action
Audit refund policies and payment processor integrations to ensure full refunds are issued only via original payment method. Train support teams on new prohibition of store credit alternatives for product issues.
The product does not match the seller's description.
The product is defective or does not work.
The seller sent the wrong product.
Promptly refund the full price paid for the product (note: customers must receive their full refund in which the payment was received and not in any other money equivalents such as store credit); or
Replace the defective product with a new item of equivalent or better functionality.
No content was removed in this update.
Affects: Seller, Listing