Refunds

The Shopvana Refund Process allows users to return eligible deliveries and get refunds easily, ensuring transparency for customers and vendors.

Important: Vendors accept or reject refund requests entirely. Shopvana is not involved in any way in the process to accept or reject a refund request.

1. Eligibility for Refund Requests

• Goods marked as "Delivered" are eligible for a refund.

• On your Purchase History page, goods that have been delivered will show a “Delivered” badge. (see Figure 1)

• You can request refunds for goods marked "Delivered" only.

Figure 1.

2. Initiating a Refund Request

1. To request a refund, tap on the delivered good in the Purchase History list (see Figure 1). The user is redirected to a Refund Details screen (see Figure 2), which shows:

• Good's Name and Vendor Name
• Purchase Date
• Quantity
• Item Price
• Processing Fee
• Amount to be refunded
• Seller’s Policy
• Refund Policy

     2. To request a refund, click the Request Refund button. A popup will appear.

Figure 2.

3. Click Request Refund, a confirmation popup appears (see Figure 3).

4. You will be prompted to provide a reason for the return and to click the Submit button.

Figure 3.

3. Your Refund Request Submission

Important: Vendors accept or reject refund requests entirely. Shopvana is not involved in any way in the process to accept or reject a refund request.

After submitting your refund request:

• Your request is listed against the good(s) in the vendor’s portal purchase history screen, with the status “Refund Requested” awaiting approval. (see Figure 4)
• The status of your refund request is also updated on your Purchase History page as “Refund Pending”.

4. Vendor Review & Decision

• The vendor is notified and can review your refund request in their Vendor Portal purchase history (see Figure 4).

Figure 4.

• The vendor can either approve or reject the refund by selecting the “Requested” status, which will redirect them to the Refund Details screen (see Figure 5).

• The Refund Details screen (see Figure 5) presents a comprehensive breakdown of the refund request, including:

• Item Price
• Shopvana Commission (NA)
• Processing Fee
• Amount Received
• Amount to be Refunded

Figure 5.

5. Tracking Your Refund Status

• The refund status is updated in real-time and displayed in the Purchase History Page (See Figure 1).
• The Refund statuses include:
  • Requested – Refund request submitted, awaiting vendor approval.
  • Initiated – Refund request is approved by vendor and processing initiated.
  • Rejected – Refund request rejected by the vendor.

Upon Vendor Approval

The refund process will start, and the amount will be credited to the user. Example: A user buys an item for $10 and pays online via card. After successful delivery, the user requests a refund. The refund amount is calculated as follows:

Item Price: $10.00

Discount Amount: $00.00

Processing Fee (2.9% + 30C): $0.59

Amount to be refunded: $9.41

The amount the User will be refunded will be $9.41 after deducting the Processing fee, Shopvana Commission (Currently not applicable).

Stripe Refund Processing (After Vendor Approval)

• When the vendor approves the refund, Shopvana initiates a refund request to Stripe by sending a refund API request.

• Once a refund is initiated, Stripe submits the refund request to the customer's bank or card issuer. The customer can expect to receive the refund within 5–10 business days.

 

Possible Refund Issues (Handled in Stripe)

• If the refund was processed soon after the original transaction, it may show up as a reversal rather than a separate refund. In this scenario, the initial charge is removed from the statement, and no distinct credit entry is made. The user can verify this by reviewing their bank statements.

• If the customer's bank or card issuer doesn't process the refund, Stripe will credit the amount back to Shopvana’s Stripe account. This may take up to 30 days from the request date