Refunds, cancellations, and balance returns

Quick answer

A refund or cancellation depends on the order state, product terms, evidence, payment state, and timing. Start from the affected record; an order refund, a Wallet balance return, and a provider reversal are different processes.

When a refund may apply

The Refund Policy allows review for non-delivery, a material listing mismatch, cancellation before fulfillment, failed required verification, or relevant fraud/payment/compliance events. Staff review the actual record before choosing an outcome. Correct delivery followed by a change of mind does not itself establish a covered problem.

Request a review

1. Open the order and explain the issue in its conversation or available dispute flow.
2. Include the order reference, a short timeline, and authentic delivery evidence.
3. Do not confirm receipt while a delivery problem is unresolved. Observe the displayed dispute and protection deadlines.
4. Reply to staff requests in the same case.

Where approved money goes

An approved return may be recorded in Wallet or follow the supported external-payment path, depending on the decision and original payment state. External processing can take additional time. Buyer fees and seller proceeds are recorded separately; check which amounts were refunded, retained, reversed, or excluded.

For a buyer Wallet balance return, choose Refund or balance return in Live support. Buyer funds do not become an automatic self-service cash withdrawal. Do not request duplicate recovery through several paths or use a provider dispute as a replacement for an accurate order record.

Limits and help

Off-platform deals, false reports, fake evidence, stolen payment methods, and attempts to bypass the dispute process are excluded by policy, subject to mandatory rights. Account orders have their displayed protection window; direct swaps and donations have separate terms. See Refund expectations by service. Zezima can explain rules but cannot approve or process a refund.