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 Selling - Order Problems

Issuing a refund to a Buyer

When a seller lists an item on Half.com, and a buyer purchases that item, both members are expected to honor that purchase. In accordance, the seller may not refuse to accept payment for an item at the end of a successful sale.

Sellers are expected to perform in a manner that results in a consistent high level of buyer satisfaction. If a seller's interactions with the Half.com community create unacceptable levels of buyer dissatisfaction, that seller has violated this policy.As a Half.com seller, it is important that your inventory is kept up-to-date.

The following are some exceptions to the cancellation policy on Half.com:

The maximum refund for any item is the original item price (including shipping charged) plus return shipping.

When refunding to a buyer, put the total amount you wish the buyer to receive into the refund page. Half.com will calculate how much commission you paid and deduct it from the amount you are refunding the seller. The difference will be debited from your seller's account.

When issuing a refund, Half.com requires that you select a reason. You should also include a brief explanation for the refund in the message to the buyer. When you have submitted your refund an email will be sent to the buyer with your message included.

Refunds are noted as a part of the original transaction. You may view the full transaction details in the 'Sales' section of 'My Account'.

If you meet the conditions above, follow these steps to issue a refund:

  1. Click the "my account" link at the top of most Half.com pages. You may be asked to sign in.

  2. Click the "Sales" link under the "Selling" heading on the left side of the page.

  3. Click the transaction number. If the transaction doesn't show on your page, use the drop-down menu to find past transactions.

  4. Click the "Issue Refund" button.

  5. Enter the refund details, and click the "Issue Refund" button.

To issue a full refund, we recommend that you enter the amount that the buyer paid for the item, not the amount that you were paid for the item. Half.com will automatically deduct your commission and shipping reimbursement.

Contacting a buyer

There are many reasons why you might want to contact a buyer who has purchased from you. Whether you are providing updated shipping information or reporting a problem with an order, you can contact a buyer by following these instructions:

  1. Click the My Account link near the top right of the page. You may be asked to sign in.

  2. Click the Sales link. Your most recent sales will be listed on this page.

    • If the sale in question is not on this page and you have the transaction number, enter it in the "Search: Trans #" box and click the "Search" button.

    • If the sale in question is not on this page and you do not have the transaction number, you can locate it by clicking the drop-down menu to the right of the "Search:" box, select "Buyer ID", enter the buyer's User ID and click the "Search" button.

    • You may also sort by a specic period by using the "Period:" drop-down menu or by status using the "Status:" drop-down menu.

  3. Once you've located the sale, click on the transaction number to access the details page.

  4. Click the "Contact Buyer" button. This will take you to the "Contact a Half.com Buyer" form, which you can use to send an email to your buyer. By default, a copy of the email will be sent to you.

You may contact a buyer via Half.com's Email Forwarding System only after selling an item to that buyer. Once you have sold an item, you may contact that buyer any time within the next 60 days.

When you use the Email Forwarding System, Half.com will send the buyer a message with your comments, questions, transaction information, and your email address.

An order was placed and I realize I can't fill it.

If an order was placed that you are unable to fill, you will need to use Half.com's Email Forwarding System to contact the buyer and let them know you will be issuing them a refund. Follow the steps below to contact the buyer:

  1. Click the My Account link near the top right of the page. You may be asked to sign in.

  2. Click the Sales link. Your most recent sales will be listed on this page.

    • If the sale in question is not on this page and you have the transaction number, enter it in the "Search: Trans #" box and click the "Search" button.

    • If the sale in question is not on this page and you do not have the transaction number, you can locate it by clicking the drop-down menu to the right of the "Search:" box, select "Buyer ID", enter the buyer's User ID and click the "Search" button.

    • You may also sort by a specic period by using the "Period:" drop-down menu or by status using the "Status:" drop-down menu.

  3. Once you've located the sale, click on the transaction number to access the details page.

  4. Click the "Contact Buyer" button. This will take you to the "Contact a Half.com Buyer" form, which you can use to send an email to your buyer. By default, a copy of the email will be sent to you.

You can issue a refund to the buyer by clicking the "Issue Refund" button on the Details page. Please note that if you are giving a full refund, check the "Full refund" box and you will see the full refund amount on the right hand side of the page. You should not enter the amount that you received as a seller since Half.com will calculate accordingly.

I was packing an item to be shipped and noticed it was slightly damaged.

You will need to use Half.com's Email Forwarding System to contact the buyer and let them know the sitatuion. We ask that buyers and sellers try to work out their issues amicably via email. Follow the steps below to contact the buyer:

  1. Click the My Account link near the top right of the page. You may be asked to sign in.

  2. Click the Sales link. Your most recent sales will be listed on this page.

    • If the sale in question is not on this page and you have the transaction number, enter it in the "Search: Trans #" box and click the "Search" button.

    • If the sale in question is not on this page and you do not have the transaction number, you can locate it by clicking the drop-down menu to the right of the "Search:" box, select "Buyer ID", enter the buyer's User ID and click the "Search" button.

    • You may also sort by a specic period by using the "Period:" drop-down menu or by status using the "Status:" drop-down menu.

  3. Once you've located the sale, click on the transaction number to access the details page.

  4. Click the "Contact Buyer" button. This will take you to the "Contact a Half.com Buyer" form, which you can use to send an email to your buyer. By default, a copy of the email will be sent to you.

After you hear back from the buyer you can either send the item or you can issue a refund to the buyer by clicking the "Issue Refund" button on the Details page. Please note that if you are giving a full refund, check the "Full refund" box and you will see the full refund amount on the right hand side of the page. You should not enter the amount that you received as a seller since Half.com will calculate accordingly.

I received an order but can not find the shipping address of the buyer.

You can get all the information you need from your account online at Half.com. Here's where you find it:

  • Log in to your account.

  • Click on Sales.

  • Find the transaction in question.

  • Click on the transaction number in the appropriate order.

The Details screen will give you more information about the sale, such as the product information, total payment amount, item(s) that was sold, the buyer ID, shipping method and the buyer's shipping address.

How do I know if a buyer receives the item I shipped?

Once you ship an item to the buyer, Half.com does not receive confirmation from the buyer that they received the item. Sellers may use the "Mark as Shipped" feature however to let a buyer know the item is on it's way in the form of an automated email.  If you have not received any Seller Feedback in response to an order you filled, please note that this is an optional step for buyers. Not all buyers choose to leave feedback for sellers, though it is encouraged.

You do have the option of contacting your buyer directly using our email forwarding system. You can do this by following the steps below:

  1. Click the My Account link near the top right of the page. You may be asked to sign in.

  2. Click the Sales link. Your most recent sales will be listed on this page.

    • If the sale in question is not on this page and you have the transaction number, enter it in the "Search: Trans #" box and click the "Search" button.

    • If the sale in question is not on this page and you do not have the transaction number, you can locate it by clicking the drop-down menu to the right of the "Search:" box, select "Buyer ID", enter the buyer's User ID and click the "Search" button.

    • You may also sort by a specic period by using the "Period:" drop-down menu or by status using the "Status:" drop-down menu.

  3. Once you've located the sale, click on the transaction number to access the details page.

  4. Click the "Contact Buyer" button. This will take you to the "Contact a Half.com Buyer" form, which you can use to send an email to your buyer. By default, a copy of the email will be sent to you.

Does Half.com have a policy regarding order problems?

Half.com has a Buyer Protection Policy that covers a buyer for the first $750 of every purchase, subject to the policy guidelines. For more information on the Buyer Protection Policy, click here.

A situation where a buyer receives an item that is different than described, damaged, not of the stated quality, or the package arrives empty or not at all, is covered by the Buyer Return Policy. For more information on this policy, click here.

A package was returned because of a bad address.

You will want to use Half.com's email forwarding system to contact the buyer and let them know the sitatuion. We ask that buyers and sellers try to work out their issues amicably via email. Follow the steps below to contact the buyer and request their correct address:

  1. Click the My Account link near the top right of the page. You may be asked to sign in.

  2. Click the Sales link. Your most recent sales will be listed on this page.

    • If the sale in question is not on this page and you have the transaction number, enter it in the "Search: Trans #" box and click the "Search" button.

    • If the sale in question is not on this page and you do not have the transaction number, you can locate it by clicking the drop-down menu to the right of the "Search:" box, select "Buyer ID", enter the buyer's User ID and click the "Search" button.

    • You may also sort by a specic period by using the "Period:" drop-down menu or by status using the "Status:" drop-down menu.

  3. Once you've located the sale, click on the transaction number to access the details page.

  4. Click the "Contact Buyer" button. This will take you to the "Contact a Half.com Buyer" form, which you can use to send an email to your buyer. By default, a copy of the email will be sent to you.

After you hear back from the buyer you can either try to resend the item or you can issue the buyer a refund by following the same steps as above. However, instead of contacting the buyer, you will click on the "Issue Refund" button.

Fill out the form and amount you wish to refund and click the "Issue Refund" button. Please note that if you are giving a full refund, check the "Full refund" box and you will see the full refund amount on the right hand side of the page. You should not enter the amount that you received as a seller since Half.com will calculate accordingly.

I shipped an item, but the buyer has contacted me and wants to return it.

We require that buyers and sellers try to work out any order problems between themselves first, however once a buyer has placed an order, it cannot be cancelled without the seller's authorization (except where noted above in "Does Half.com have a policy regarding order problems?"). Even though you are not obligated to cancel an order when notified of a problem with the item, we encourage sellers to work with the buyer and issue a refund if deemed necessary or applicable.  You can do so by following the steps below:

  1. Click the My Account link near the top right of the page. You may be asked to sign in.

  2. Click the Sales link. Your most recent sales will be listed on this page.

    • If the sale in question is not on this page and you have the transaction number, enter it in the "Search: Trans #" box and click the "Search" button.

    • If the sale in question is not on this page and you do not have the transaction number, you can locate it by clicking the drop-down menu to the right of the "Search:" box, select "Buyer ID", enter the buyer's User ID and click the "Search" button.

    • You may also sort by a specic period by using the "Period:" drop-down menu or by status using the "Status:" drop-down menu.

  3. Once you've located the sale, click on the transaction number to access the details page.

  4. Click the "Contact Buyer" button. This will take you to the "Contact a Half.com Buyer" form, which you can use to send an email to your buyer. By default, a copy of the email will be sent to you.

Once on this page, you can fill out the form and amount you wish to refund the buyer and click the "Issue Refund" button. Please note that if you are giving a full refund, check the "Full refund" box and you will see the full refund amount on the right hand side of the page. You should not enter the amount that you received as a seller since Half.com will calculate accordingly.