If you've just sold a book and noticed a condition issue you didn't catch when listing, like a bookplate, a warped cover, or a defect you didn't disclose, this article explains your options.
Your options as a seller
Option 1: Offer the buyer a partial refund
If the issue is minor and the buyer is likely to accept the book, a partial refund is often the best path. You can send one yourself.
Log in at pangobooks.com
Open the order from your Sold Books
Under the Need Help? header, select Offer a partial refund
Enter the amount you want to refund and submit
Reach out to your buyer through PangoBooks messenger too, so they know what the refund is for.
Your buyer has 48 hours to approve or decline. If they don't respond, the refund is approved automatically. Your PangoBooks selling fee is refunded proportionally, so you're only charged on what the buyer actually paid for the book.
If you can, send the partial refund before you ship. That gives the buyer the chance to decide whether they still want the book at the lower price.
Partial refunds are on the web right now. If you usually sell from the app, log in from any browser.
For the full walkthrough, see How do I offer a partial refund to a buyer?
Option 2: Cancel the order before shipping
If the issue is significant and you don't feel comfortable shipping the book as described, you can cancel the sale. This should be done before the book is shipped.
Find the option to cancel the sale in the Order Details screen.
How to avoid this in the future
Check the book again just before packing. Flip through pages, check the spine, inside front cover, and title page for any bookplates, stamps, or inscriptions
When in doubt, list at a lower condition grade or add a note in your listing description
Review our listing condition guide for grading tips
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