Cancelations and refunds
How do I cancel an order?
Sellers who are unable to fulfill an order must cancel it on our website. To cancel an order:
- Login to your Valore Sell account.
- Click ‘Orders Pending’.
- Select the appropriate order.
- Click ‘Cancel Selected’.
- Your customer will automatically receive an e-mail indicating their order has been canceled.
Note: After canceling an order, it will no longer appear under ‘Orders Pending’.
Why was my order automatically canceled?
Sellers must confirm or cancel orders within 48 hours, excluding weekends and holidays. If an item isn’t confirmed or canceled within the required time frame, Valore automatically cancels the order. Once an order has been canceled, Valore Sell no longer has the ability to bill the customer. Do not ship canceled orders.
My customer has an issue with their order. How do I refund a customer?
Sellers can issue full or partial refunds. To issue a refund:
- Login to your Valore Sell account.
- Click ‘View Sales’.
- Select the appropriate order.
- Click ‘Refund’.
- Choose a ‘Refund Reason’.
- Choose a ‘Refund Type’.
- Enter a message to your customer.
- Your customer will automatically receive an e-mail indicating their order has been refunded.
How long do I have to process a refund?
Refunds need to be processed within 60 days of the order date, we cannot process refunds past this time frame due to a credit card processor limitation, any refunds past this time frame need to be worked out directly between buyer and seller.
Note: After confirming an order, a seller must wait 24 hours before the refund button will appear. Customers should expect their refund to appear on their card 2-5 business days after a seller has submitted a refund.
Need more help with refunds? Click here.
Customer Cancellations
Customers may cancel an "unconfirmed" order within One Hour of placing their Purchase/Rental order by clicking on the "Cancel Order" link in their order summary. Any cancellation requests after their One Hour cancellation period has expired are not guaranteed but they may contact the seller(s) directly to request that their order(s) be cancelled.