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. PangoBooks does not have a self-serve partial refund tool, so you'll need to contact our support team to facilitate this.
To request a partial refund for the buyer:
Contact support via chat or email support@pangobooks.com before shipping if possible, or as soon as you discover the issue
Include your order number (the 6-character code, e.g., XYZ-ABC)
Describe the condition issue and the partial refund amount you'd like to offer the buyer
Our team will reach out to the buyer on your behalf to confirm they accept the book at the discounted price.
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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