Refund Policy Guidelines for Nourysh Sellers

Despite your best efforts, sometimes things happen and a customer wants a refund. How you choose to handle refunds is up to you. Before you even make your first sale on Nourysh, we recommend writing out your policies so that when something happens you have a plan in place and your customer knows what to expect.

  1. Be Clear and Transparent

    Clearly state in your shop the conditions under which you offer refunds, such as issues with the product, delivery delays, or errors in the order. Customers should know what to expect and under what circumstances a refund is applicable. You can do this within individual product descriptions, on your custom page, or even in your About Me page.

  2. Set a Time Frame for Refund Requests

    Specify how long customers have to request a refund (ex: within 7 or 14 days of purchase). Ensure that both parties understand the policy's time limits.

  3. Determine Eligibility Criteria

    Identify situations that qualify for a refund, such as damaged or incorrect items. Clearly mention if refunds are not possible for certain types of products (ex: perishable goods) or in certain circumstances (ex: shipping carrier loss/damage)

  4. Offer Full or Partial Refunds

    Decide if you will offer full or partial refunds based on the issue. For instance, a damaged product may warrant a full refund, while a late delivery might result in a partial refund or a shop coupon.

  5. Explain the Refund Process

    Outline the steps for customers to request a refund, including how they should contact you and any documentation (like photos) that may be needed.

  6. Communicate Fees and Restocking Costs

    If applicable, specify any fees or costs, such as a restocking fee or shipping costs, that may be deducted from the refund amount. Stripe deducts a "restocking fee" for each refund processed.

  7. State the Refund Method

    Indicate how refunds will be processed and how long it will take to process the refund after approval.

  8. Provide Contact Information for Issues

    Ensure your customers know how to reach you with questions about your refund policy, and encourage them to contact you first to resolve issues before seeking external intervention, such as disputing the charge with their bank or Stripe.


Disputes/Chargebacks


A dispute, also known as a chargeback, occurs when a customer contacts their bank to contest a charge on their account. This might happen if they don’t recognize a purchase or believe there’s been an error with an order. The bank then investigates and temporarily withholds the disputed amount. Customers typically file disputes for reasons such as:

  • Not recognizing the charge on their statement
  • A concern over the quality or delivery of an item
  • Believing the charge was made in error

At Nourysh, we manage chargebacks on behalf of our sellers, collaborating with payment providers to present evidence, such as delivery confirmation and communication records, to prove the transaction is valid. Then, the bank looks at both sides and makes a final decision.  This process typically takes between 30-90 days.


What Happens Next?

When a dispute is filed, we may reach out for additional documentation, such as proof of order fulfillment or communication with the customer. These details help us present your case to the bank. It’s important to note that, in cases where the bank rules in favor of the customer, funds will be returned to them, and a chargeback fee will apply. These fees are automatically deducted, and the bank’s decision typically concludes the process.


For further information, reach out to our team at support@nourysh.com to learn more about the process and additional tips for minimizing chargebacks.


Additional Article: How to Cancel and Refund an Order

Did this answer your question? Thanks for the feedback There was a problem submitting your feedback. Please try again later.