When you can request a refund

Refund eligibility depends on the payment state, fulfilment stage, issue type and applicable policy.

Common refund situations

• A paid order is cancelled before dispatch and policy allows a refund.
• The seller accepts responsibility for an eligible issue.
• Upfrica approves a full or partial refund after reviewing the case.
• A returned item passes any required return or inspection step.

What the system checks

• The amount actually paid and the remaining refundable balance.
• Whether another refund is already pending or completed.
• Whether a return, evidence or staff review is required first.

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