How to Handle Returns and Refund Requests as a Rootsy Seller

As a Rootsy seller, you're responsible for accurately describing your products, fulfilling customer orders, and cooperating with eligible return and refund requests.

Returns may arise when a customer receives a damaged or defective product, an incorrect item, or a product that does not match its description. Some buyers may also request returns because they've changed their minds.

Rootsy provides a return and dispute resolution process to help buyers and sellers resolve these situations fairly.

This guide explains how sellers should review return requests, respond within required timelines, manage returned products, and cooperate with refund decisions.

1. Understanding Rootsy's Return Policy

Rootsy allows sellers to establish return conditions for their products, subject to Rootsy's policies and applicable Canadian consumer protection laws.

Depending on the product, sellers may offer:

• Standard returns.

• Limited returns.

• Product-specific return conditions.

• Non-returnable or final-sale arrangements where permitted.

If a seller does not clearly disclose a return policy before purchase, Rootsy's standard return policy generally applies.

Rootsy may override seller return restrictions where required by law or when a product is defective, damaged, incorrect, unsafe, prohibited, or materially different from its description.

2. What Is Rootsy's Standard Return Window?

Buyers generally have 14 days from the date of delivery to request a return, unless a different valid return condition applies.

The return period begins from the delivery date recorded through the applicable carrier, tracking, or Rootsy system.

For example, if an item is delivered on October 1, the buyer generally has 14 days from that delivery date to submit an eligible return request.

Requests submitted outside the applicable window may be denied unless an exception is required by law or approved under Rootsy's policies.

Important: The 14-day return window is the standard Rootsy policy, not a guarantee that every product is eligible for a change-of-mind return.

3. Where Do Sellers Receive Return Requests?

Buyers may submit return requests through their Rootsy account, the approved support process, or another authorized return channel.

As a seller:

1. Sign in to your Rootsy Seller Dashboard.

2. Open Orders.

3. Locate the relevant customer order.

4. Review any return, refund, or dispute information available for that order.

5. Follow the applicable response instructions.

Rootsy Customer Support may contact you directly when additional information or action is required.

Always use an authorized Rootsy channel for return and refund decisions.

4. How Quickly Must Sellers Respond?

Sellers must respond to return requests within 48 hours.

When you receive a request:

1. Review it promptly.

2. Check the relevant order.

3. Examine the buyer's stated reason.

4. Review photographs or supporting evidence.

5. Respond through the authorized Rootsy process.

6. Provide any requested information within the applicable deadline.

If a seller fails to respond within 48 hours, Rootsy may make a decision using the available evidence.

Repeated failures to respond may also lead to account warnings, payout holds, listing restrictions, or suspension.

5. Common Reasons Buyers Request Returns

A buyer may request a return because:

• The product arrived damaged.

• The product is defective.

• The wrong item was delivered.

• An item is missing or incomplete.

• The product is materially different from its description.

• The product may be unsafe, counterfeit, or prohibited.

• The buyer changed their mind.

• The buyer ordered the wrong size or variation.

• The seller's disclosed return policy allows the return.

Return eligibility and responsibility for costs depend on the circumstances.

6. Seller-Responsible Returns

A return may be considered seller-responsible when:

• The wrong product was shipped.

• The product was defective.

• The product was materially misdescribed.

• The product was incomplete because of seller error.

• The product is unsafe or prohibited.

• The product is counterfeit.

• Another seller-related issue justifies a remedy.

In these situations, Rootsy may determine that the buyer is eligible for a return, refund, replacement, partial refund, or other appropriate resolution.

The seller may be responsible for applicable return shipping costs.

Sellers should cooperate with requests for evidence, shipment records, product information, and other relevant documentation.

7. Buyer-Preference Returns

A buyer-preference return occurs when a buyer wishes to return a product for reasons unrelated to seller error.

Examples include:

• Changing their mind.

• Ordering the wrong size.

• No longer wanting the product.

• Ordering by mistake.

• Preferring a different colour or style.

Eligibility depends on the seller's disclosed return conditions, the product type, Rootsy's policies, and applicable law.

Where permitted and properly disclosed, the buyer may be responsible for return shipping costs and an applicable $15 CAD Return Processing & Logistics Fee.

Rootsy confirms applicable charges before requiring the buyer to proceed.

The fee may be waived in circumstances such as seller error, defective products, incorrect items, or other qualifying issues.

8. Non-Returnable and Final-Sale Products

Some products may be excluded from standard change-of-mind returns.

Examples include:

• Customized or personalized products.

• Digital or downloadable products.

• Perishable products.

• Certain hygiene and personal care items.

• Other eligible products clearly marked as final sale.

These restrictions must be consistent with Rootsy's marketplace policies and applicable laws.

Important: Marking an item as non-returnable does not automatically eliminate a buyer's rights if it is defective, damaged, incorrect, unsafe, or materially misdescribed.

9. How to Review a Return Request

When reviewing a return request:

1. Locate the original order.

2. Confirm the product and quantity purchased.

3. Review the delivery date.

4. Check whether the request falls within the applicable return window.

5. Review the reason provided by the buyer.

6. Check the product's disclosed return conditions.

7. Examine any photographs or supporting evidence.

8. Respond within 48 hours.

9. Follow Rootsy's instructions for approval, denial, or escalation.

Do not reject a valid request solely because the product listing says Final Sale or Not Returnable.

Rootsy may review and override return conditions in qualifying circumstances.

10. What Evidence May Be Required?

Rootsy may request:

• Order number.

• Product name and SKU.

• Original product listing information.

• Photographs of the product.

• Photographs of packaging.

• Shipping label or tracking information.

• Proof of carrier handoff.

• Relevant personalization instructions.

• Seller-buyer communications.

• Other information relevant to the dispute.

Provide accurate records promptly.

Do not alter evidence or submit misleading photographs or documents.

11. What Happens When a Return Is Approved?

When an eligible return is approved, the buyer receives instructions through the appropriate Rootsy process.

Approved returns generally must be shipped back within 7 days of return approval.

Return shipping labels may be made available through Rootsy's logistics tools where supported.

Sellers should:

1. Review the approved return details.

2. Follow any instructions provided by Rootsy.

3. Confirm the applicable return destination where required.

4. Monitor the return shipment information, if available.

5. Prepare to inspect the returned product.

6. Cooperate with the final refund review.

Important: Approval of a return request does not necessarily mean the final refund has already been approved.

12. Who Pays for Return Shipping?

Responsibility depends on why the product is being returned.

Rootsy reviews applicable shipping charges and fees according to the circumstances.

Do not instruct buyers to purchase an unauthorized return label or send products to an unverified address.

13. Inspecting Returned Products

Returned items generally should be:

• Unused, where applicable.

• Complete.

• In their original condition.

• Accompanied by accessories, manuals, and relevant components.

• Returned with original packaging where applicable.

• Consistent with the approved return reason.

When a return arrives:

1. Identify the order associated with the return.

2. Examine the package and product.

3. Check for missing accessories or components.

4. Review the product's condition.

5. Document any discrepancies.

6. Provide requested findings through Rootsy's approved process.

Refunds may be reduced, delayed, or denied in appropriate circumstances if an item is returned used, damaged by the buyer, incomplete, altered, late, or inconsistent with the approved return.

Rootsy may review the evidence before making a final decision.

14. How Are Refunds Processed?

Approved refunds are handled through Rootsy's authorized payment process.

Refunds are generally returned to the buyer's original payment method.

Under Rootsy's policy, approved refunds are generally processed within 14 business days of approval.

The time required for the money to appear in the buyer's account may vary depending on:

• Stripe or other payment-processing arrangements.

• The buyer's card issuer.

• Banking network processing.

• Applicable refund adjustments.

A refund may be full or partial depending on the return reason, product condition, applicable shipping costs, and authorized adjustments.

Sellers should not independently refund buyers through personal bank transfers or other unapproved payment channels.

15. What Happens to Original Shipping Charges?

Original shipping charges are generally non-refundable once an order has shipped.

However, shipping charges may be refundable when the return is seller-responsible or another applicable policy or legal requirement provides otherwise.

Rootsy determines refund calculations based on the circumstances.

Refunded sales taxes are calculated according to applicable tax rules and marketplace calculations.

16. Returns Involving Discounts and Promotions

If a product was purchased at a discounted price, the refund may reflect the amount actually paid.

For example, if a buyer purchased a product for $90 after a seller-provided discount, the eligible product refund would generally be based on that discounted purchase amount rather than the original $100 price.

Shipping, applicable taxes, fees, and other adjustments are handled separately according to Rootsy's policies.

17. What if the Buyer Returns the Wrong Product?

If a returned parcel contains an incorrect item, is missing parts, or does not match the approved return:

1. Preserve the package and its contents.

2. Document the discrepancy.

3. Take relevant photographs.

4. Locate the original order and return authorization.

5. Contact Rootsy Customer Support.

6. Provide the requested evidence.

Do not issue an independent refund or make an unsupported accusation against the buyer.

Rootsy may investigate suspected return abuse, item switching, or fraudulent claims.

18. What if the Buyer Doesn't Ship the Return?

Approved returns generally must be shipped back within seven days of approval.

If a buyer does not ship the return within the applicable timeframe, the approval may expire and the refund may be denied or reduced, subject to the policy and applicable law.

Sellers should refer unresolved situations to Rootsy rather than independently altering a refund decision.

19. Handling Personalized Product Returns

Personalized products may have special return restrictions because they are made according to individual buyer instructions.

However, a buyer may still be eligible for a remedy when:

• The seller used incorrect personalization.

• The product arrived damaged.

• The product is defective.

• The item is materially different from the approved design or description.

• Another applicable legal or policy requirement supports the claim.

Sellers should retain the original submitted customization details and compare them against the finished product when investigating a complaint.

20. Handling Digital Product Refund Requests

Rootsy supports digital and downloadable products.

Digital products may be classified as non-returnable under the applicable marketplace settings.

However, requests involving defective files, incorrect digital content, misrepresentation, or other qualifying circumstances may still require review.

If a buyer reports a digital-product issue:

1. Locate the original order.

2. Confirm the purchased digital product.

3. Review the reported issue.

4. Check the downloadable file and relevant product description.

5. Contact Rootsy Support if a refund or dispute review is required.

Do not assume every digital purchase is automatically refundable or automatically excluded from all buyer remedies.

21. What if the Buyer and Seller Disagree?

If a buyer and seller cannot resolve a return or refund issue, the matter may be escalated through Rootsy's Resolution Centre or approved support process.

Rootsy may review:

• Order information.

• Product listing details.

• Seller return conditions.

• Photographs and videos.

• Shipping and tracking evidence.

• Return inspection findings.

• Relevant communications.

• Payment records.

Rootsy may determine an appropriate resolution, including a return, full or partial refund, replacement, payout adjustment, or other permitted action.

Sellers must cooperate with investigations and provide requested evidence promptly.

22. What Happens if Sellers Ignore Return Requests?

Sellers who repeatedly ignore valid return requests, miss response deadlines, or refuse to cooperate may face account action.

Possible consequences include:

• Warnings.

• Payout holds.

• Listing restrictions.

• Account reviews.

• Suspension.

• Termination.

Rootsy may also take action when sellers provide materially inaccurate listings, repeatedly cause disputes, or fail to comply with marketplace policies.

23. Best Practices for Reducing Returns

To reduce avoidable return requests:

• Write accurate product descriptions.

• Use genuine, clear product images.

• Disclose relevant measurements and specifications.

• Maintain appropriate quality-control procedures.

• Pack products securely.

• Confirm personalization details before production.

• Keep return conditions clear and accurate.

• Respond promptly to customer concerns.

• Maintain relevant shipment and fulfilment records.

Accurate listings and dependable fulfilment help create a better experience for buyers and sellers.

Frequently Asked Questions

How long do buyers have to request a return?

The standard Rootsy return-request window is generally 14 days from delivery, subject to applicable conditions and legal rights.

How quickly must I respond to a return request?

Sellers must respond within 48 hours.

What happens if I don't respond?

Rootsy may decide the matter using available evidence and may take account-health action where appropriate.

Can I refuse a return because my product is marked Final Sale?

Not automatically. Applicable consumer rights and Rootsy's buyer-protection requirements may override final-sale restrictions.

Who pays for return shipping?

It depends on the reason. Sellers may be responsible for seller-related problems, while buyers may be responsible for eligible change-of-mind returns.

Is there a return processing fee?

A $15 CAD Return Processing & Logistics Fee may apply to certain buyer-preference returns when properly disclosed and confirmed.

How long does the buyer have to ship an approved return?

Approved returns generally must be shipped back within 7 days of approval.

When are refunds processed?

Approved refunds are generally processed within 14 business days of approval, with additional payment-provider or banking time possible.

Can I deny a refund if the returned product is damaged?

Rootsy may deny, reduce, or delay refunds depending on the evidence, the cause of the damage, applicable policies, and legal requirements.

Are personalized products returnable?

They may be excluded from change-of-mind returns but can still qualify for a remedy in circumstances such as defects, damage, seller error, or material misrepresentation.

Are digital products refundable?

Digital products may be non-returnable, but defective, incorrect, or materially misdescribed digital content may still require review.

Can I send the buyer a refund directly?

Use Rootsy's authorized refund process. Do not send refunds outside the marketplace without approval.

What if I disagree with Rootsy's refund decision?

Contact Rootsy Support with relevant evidence and request clarification or review through the applicable dispute process.

Need Help With a Return or Refund?

If you're unsure how to respond to a return request, review a returned product, resolve a refund dispute, or determine the applicable shipping charges, contact Rootsy Customer Support.

Support Centre: https://support.rootsy.ca/support/home

Email: support@rootsy.ca

Please provide:

• Your registered store name.

• The relevant order number.

• The product name or SKU.

• The buyer's stated return reason.

• Your explanation of the issue.

• Relevant photographs, shipment records, or other evidence.

Do not include passwords, verification codes, or sensitive payment information.

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