(Orders, Returns & Exchanges – Seller Guide)

Refunds are a normal part of online selling — but processing them incorrectly can lead to lost revenue, disputes, and performance issues.
On Kingston Express, refund handling depends heavily on how the order was fulfilled, especially when using Dispatched by Kingston Express.

This guide explains:

• When refunds are allowed
• Who processes them
• Step-by-step refund handling
• What sellers should and should not do

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What Is a Refund? #

A refund means:

• The customer receives money back
• The order is fully or partially reversed
• Seller earnings may be adjusted

📌 Refunds are different from cancellations and exchanges.

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Step 1: Identify the Fulfillment Method (Critical) #

Before processing any refund, confirm how the order was handled:

🟦 Dispatched by Kingston Express #

• Refunds follow platform review and inspection
• Sellers do not manually issue refunds

🚚 Seller-Managed Orders #

• Seller initiates and approves refunds (within policy)

📦 This determines your authority.

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When Refunds Are Typically Allowed #

Refunds may be issued when:
✔ Order was cancelled correctly
✔ Item was returned and approved
✔ Item arrived damaged or incorrect
✔ Delivery failed and order is unrecoverable

📌 Refunds are always policy-based.

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Refunds for Dispatched by Kingston Express Orders #

How Dispatchment Refunds Work #

• Item is returned (if applicable)
• Item is inspected at a dispatchment center
• Refund eligibility is reviewed
• Refund is issued automatically if approved

Seller Responsibilities #

✔ Monitor refund status
✔ Respond if clarification is requested
✔ Do NOT issue refunds manually

❌ Do not promise refunds
❌ Do not bypass inspection

📦 Dispatchment protects sellers from premature refunds.

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Refunds for Seller-Managed Orders #

If you manage the order yourself:

Step-by-Step #

1. Review the refund request
2. Confirm eligibility under policy
3. Verify item return (if required)
4. Approve refund through the dashboard

📌 Always document the reason.

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Partial vs Full Refunds #

Full Refund #

• Entire order amount is refunded

Partial Refund #

• Only part of the amount is refunded
• Used for:
  • Missing items
  • Price adjustments
  • Partial returns

📌 Partial refunds require clear justification.

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What Refunds Usually Do NOT Include #

Typically non-refundable:

• Shipping fees (in many cases)
• Customs duties or import taxes
• Handling fees

📌 Especially important for international orders.

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Refund Timing (What Sellers Should Know) #

Refund timing depends on:

• Payment method
• Bank or wallet processing
• Review completion

⏳ Refunds are not instant.

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Common Refund Mistakes to Avoid #

❌ Refunding before item inspection
❌ Promising refunds in messages
❌ Issuing refunds outside the system
❌ Treating international refunds like local ones
❌ Refunding dispatchment orders manually

⚠️ These mistakes often lead to losses.

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How Refunds Affect Seller Performance #

Refunds may affect:

• Earnings
• Order metrics
• Customer satisfaction

📌 Occasional refunds are normal — patterns matter.

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Best Practices to Reduce Refunds #

✔ Use accurate product descriptions
✔ Upload clear images
✔ Package items securely
✔ Communicate clearly with customers
✔ Use Dispatched by Kingston Express for eligible products

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When to Contact Support #

Contact **Kingston Express Support if:

• A refund outcome seems incorrect
• A dispatchment refund is unclear
• A customer is demanding an immediate refund

📧 Include order ID and issue summary.

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Final Rule (Remember This) #

👉 Never refund before review — and never refund what you don’t control.

Sellers who follow refund procedures, stay calm, and rely on Dispatched by Kingston Express protect both their revenue and reputation 💸📦