Starting a refund on Shop
To request a refund on the Shop app, open the app and go to your account menu, then select Orders. Find the order you want to return, tap it, and look for a Return or Refund button. The button appears only if the merchant allows returns within their window — usually 14 to 30 days from purchase, though this varies by seller. Tap the button and follow the prompts to select which items you're returning and your reason.
Shop will show you whether the merchant offers a prepaid shipping label or if you pay to ship the item back. Some sellers cover return shipping; others don't. The app will tell you the refund amount you'll receive once the merchant receives and inspects the returned item. This amount may be less than what you paid if the seller charges a restocking fee, though many do not.
After you submit the return request, Shop sends it to the merchant for approval. Most merchants approve within 24 to 48 hours. Once approved, you'll receive shipping instructions — either a prepaid label you print from the app or a label emailed to you, or instructions to use your own shipping method.
Key Takeaways
- Return requests start in the Orders section of the Shop app, and the Return button only appears if the merchant accepts returns within their stated window.
- Refund timelines depend on when the merchant receives your package and inspects it, which typically takes one to two weeks after you ship.
- Some merchants offer prepaid return shipping labels through the app; others require you to pay for return postage yourself.
- The refund amount shown in the app may be lower than your original purchase price if the merchant applies a restocking fee.
- If a return button does not appear, the merchant's return window has closed or they do not accept returns for that item.
What happens after you ship the item back
Once you drop off your return package, the merchant receives it within three to seven business days depending on your shipping method and location. The merchant then inspects the item to confirm it matches the return reason you provided — for example, if you said it was defective, they check that it is actually damaged, or if you said it didn't fit, they verify the size.
This inspection step usually takes three to five business days. After the merchant approves the return, they process the refund to your original payment method. The refund itself appears in your account within one to three business days after the merchant initiates it, though your bank or credit card company may take an additional one to two days to post it.
You can track the status of your return in the Shop app under the same order. The app shows whether the return is pending merchant approval, in transit, received, inspected, or refunded. If the status gets stuck or doesn't update after two weeks, contact the merchant's customer service through the app or check your email for their support contact information.
When the Return button doesn't appear
If you don't see a Return or Refund button on an order, it means either the merchant's return window has closed or that particular item is marked as non-returnable. Most merchants set a 14 to 30 day return window from the order date, though some offer longer periods and others shorter. Check the order details to see the return deadline.
If the return window is still open but the button doesn't appear, the item itself may be excluded from returns — this is common for clearance items, final sale merchandise, or personalized products. The merchant's product page usually states these restrictions before you buy, but you can also contact the merchant directly through the Shop app to ask whether an exception is possible.
If you believe you should be able to return an item and the button is missing, message the merchant through the app with your order number and reason. Some merchants will manually process a return or issue a refund as a one-time courtesy even after the window closes, especially if the item arrived damaged or defective.
Returning items without a prepaid label
If the merchant did not provide a prepaid shipping label, you'll need to pay for return postage yourself. The app will show you the merchant's return address and any special instructions — for example, whether to include a packing slip or write your order number on the package. Use any shipping carrier you choose: USPS, UPS, FedEx, or a local option.
Keep your shipping receipt and tracking number. If the merchant claims they never received your return, you'll need proof that you shipped it. Some merchants will refund your shipping cost if you provide the receipt, though this is not may provide — check the return policy shown in the app before you ship.
The refund timeline is the same whether you use a prepaid label or pay yourself: the merchant processes the refund after they receive and inspect the item, typically one to two weeks after you ship. Your money appears in your account one to three business days after the merchant initiates the refund.
Refunds for damaged or defective items
If an item arrived damaged or doesn't work as described, you may be able to get a refund without returning the physical item. When you start a return request in the Shop app, select the reason that matches your situation — "Arrived damaged," "Defective," or "Not as described." Some merchants will refund you immediately based on your description and photos, especially if the damage is obvious or the item is inexpensive.
The merchant may ask you to provide photos of the damage or defect before they approve the refund. Take clear photos showing the problem and upload them through the app. If the merchant approves a refund without requiring a return, the money will be processed within one to three business days.
If the merchant requires you to return a damaged item, ask whether they want you to ship it as-is or if they'll provide a prepaid label. Some merchants understand that returning a broken item is inconvenient and may waive the return shipping cost or refund it after they receive the package.
Tracking your refund status in the app
Open the Shop app, go to Orders, and tap the order you returned. Scroll down to see the return status, which updates as the return moves through each stage. The status will show "Return requested," "Return approved," "In transit," "Received by merchant," "Inspected," and finally "Refunded."
If the status hasn't changed in more than a week, or if it's been more than two weeks since you shipped the item, contact the merchant. Tap the order and look for a Contact seller or Message button. Include your order number and the date you shipped the return, and ask for an update on the inspection status.
If the merchant is unresponsive or the refund doesn't appear in your account within the stated timeline, you may be able to dispute the transaction with your credit card company or payment method. Keep all receipts, tracking numbers, and messages with the merchant as proof.
What to do if your refund doesn't arrive
If the Shop app shows your return as "Refunded" but the money hasn't appeared in your account after three business days, check with your bank or credit card company first. Sometimes refunds take longer to post depending on your financial institution. Call the number on the back of your card and ask whether a refund from Shop is pending.
If your bank confirms no refund is coming, go back to the Shop app and contact the merchant. Provide your order number, the date the app showed the refund as processed, and confirmation from your bank that they haven't received it. Ask the merchant to resend the refund or provide proof that it was initiated.
If the merchant doesn't respond within five business days, you can dispute the transaction with your credit card company or payment service. You'll need to provide the order number, screenshots of the return status, and documentation of your attempts to contact the merchant. The dispute process typically takes 30 to 60 days.
Frequently Asked Questions
Can I return an item if I just changed my mind?
Yes, if the merchant accepts returns for "changed mind" or "no longer wanted" reasons. When you start the return in the Shop app, select that reason and see if the Return button stays active. Some merchants accept these returns; others only accept returns for defects or damage. The merchant's return policy, shown on their product page, states which reasons they accept.
Do I have to use the prepaid label the merchant provides?
No, you can use any shipping carrier. However, if you use your own shipping method instead of the prepaid label, you pay for postage yourself. The merchant may also refund your shipping cost if you ask and provide a receipt, though this is not may provide. Using the prepaid label is usually the simplest option if one is provided.
What if the merchant says they never got my return package?
This is why keeping your shipping receipt and tracking number is important. If the package shows as delivered to the merchant's address but they claim they didn't receive it, provide the tracking information to the merchant and ask them to check with their receiving department. If they still won't refund you, dispute the transaction with your credit card company and provide the tracking proof.
How long does a refund take from start to finish?
The full process usually takes two to four weeks. This includes time for the package to reach the merchant (three to seven days), the merchant to inspect it (three to five days), the merchant to process the refund (one to three days), and your bank to post it (one to two days). Delays can happen at any step, especially during busy seasons.
Can I cancel a return after I've requested it?
Yes, if the merchant hasn't approved it yet. Open the order in the Shop app and look for a Cancel return option. If the return is already approved and you've received a shipping label, contact the merchant immediately and ask them to cancel it. Once you've shipped the package, you can't cancel the return, but you can ask the merchant not to process it when it arrives.