Seller Guide
Refunds, Replacements & Returns
Respond to refund requests within 2 hours, handle replacements and failed deliveries.
Refund requests: respond within 2 hours
You have 2 hours.If you don’t respond, the refund is accepted automatically and your Trust Score drops by 15.
| Your response | What happens |
|---|---|
| Accept | The customer is refunded to their Urbanese wallet: the order amount minus delivery charge and rider tips. The refund is deducted from your earnings. |
| Reject | Add a note and up to 5 proof files (JPG, PNG or PDF, 5 MB each). Urbanese is notified. |
| Offer replacement | The customer is notified. If they accept, the replacement process starts. |
Replacements
Track replacements under Replacement Cases (Customer leg and Vendor leg tabs), and set your return address on the same page.
| Step | Deadline | If it passes |
|---|---|---|
| Customer ships the item back | 5 days (no later than 7 days after delivery) | The case closes with no refund and no replacement. |
| You confirm receipt or dispute it | 5 days | Customer refunded automatically; −15 trust points. |
| You dispatch the replacement | 2 days | Customer refunded automatically; −15 trust points. |
| You appeal a customer’s dispute | 24 hours | Customer refunded automatically; −15 trust points. |
- Dispatch by booking an Urbanese parcel from your panel, or with your own courier (courier name, tracking number, optional link, up to 5 proof files).
- An appeal needs a reason and 1–5 proof files. Urbanese resolves disputes.
Items to return (failed deliveries)
For delivery orders from every business type except Urban Eats and Grocery:
- You’re notifiedThe order appears under Items to Return, with the rider’s distance from your store.
- The rider uploads a photoYou confirm it, or dispute it and the rider uploads a new one.
- ReturnedThe order becomes Returned once you’ve both confirmed.
Rescue orders (Urban Eats & Grocery)
If a customer refuses an Urban Eats or Grocery delivery, the order is offered to nearby customers at a discount. If no one claims it, the rider can take it. You’re paid in full; Urbanese covers the discount.
Customers who refuse 3 cash-on-delivery orders lose cash on delivery.
Your Trust Score
Every store starts at 100. Good service raises it; missed deadlines lower it.
| Event | Points |
|---|---|
| Order delivered and settled with no claim | +2 |
| No negative event in the last 30 days | +5 |
| You cancelled an order | −10 |
| No response to a refund request within 2 hours | −15 |
| Missed a replacement deadline | −15 |
90+ Trusted75–89 Warning50–74 RestrictedBelow 50 Suspended
A store below 50 is suspended automatically, and only Urbanese can reactivate it.