Cancellations, returns & refunds

How to initiate a return/refund

April 14, 2025

Refunds and Returns on Gumliz

In certain situations, you may need to issue a full or partial refund to the buyer or arrange for the item to be returned.
All refunds should be processed directly through the Gumliz system and must be issued using the same payment method originally used by the buyer.

Note: Any attempt to manipulate refund or completion rates (e.g., issuing refunds outside the system or via different payment methods) is a violation of Gumliz policy.

Seller-Initiated Refunds

As a seller, you have the ability to initiate a return or refund for any confirmed order within 90 days from the estimated delivery date.

If you need to issue a refund beyond the 90-day window, please contact [email protected] and our team will assist you.

How to Process a Refund

To process a refund:

  1. Log in to your seller dashboard on Gumliz

  2. Go to the Orders section

  3. Locate and open the Order ID you want to refund

  4. Review the return reason and order status

  5. Add a note to the customer if needed

  6. Indicate the reason for the refund (e.g., “Item damaged on arrival”)

  7. Select either Full Refund or Partial Refund, depending on the case

  8. Confirm the refund

After the refund is completed:

  • Gumliz platform fees will be refunded if the full order is refunded

  • No fees are credited for partial refunds

  • If the item is still available, you can relist it for sale

Common Refund Reasons

You may issue refunds in the following situations:

  • Item did not arrive

  • Item was damaged in transit

  • Item not as described

  • Incorrect item delivered

  • Buyer cancelled before shipping

  • Order was confirmed in error

Seller Performance Requirements

Gumliz requires all sellers to maintain:

  • A minimum order completion rate of 90%

  • A refund rate of less than 5%

Guidelines for Partial Refunds

When issuing a partial refund, please follow these rules:

  • Partial refunds may not exceed 75% of the item’s price

  • No partial refunds allowed for items priced at US $1.00

  • Shipping refunds cannot exceed the original shipping charge, including any surcharges or discounts

  • Gumliz commission and external payment gateway fees are not refunded on partial refunds

If you need further assistance with refunds or wish to implement a quick refund tool in your dashboard, please reach out to [email protected].