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How do I offer a partial refund to a buyer?

Sellers can now submit a partial refund on an order themselves. Learn where to find it, how much you can refund, the buyer's 48-hour approval window, and how your earnings adjust.

Written by Renee

Sometimes an order isn't quite right, but a full return isn't the answer. Maybe a book has a flaw you missed, or one book in a bundle didn't make it into the box. You can offer your buyer a partial refund yourself, without contacting support.

Partial refunds are available on the web right now. App support is coming soon. If you usually sell from the app, log in at pangobooks.com from any browser.

How to send a partial refund

  1. Log in at pangobooks.com

  2. Open the order from your Sold Books

  3. Under the Need Help? header, select Offer a partial refund

  4. Enter the amount you want to refund

  5. Submit your request

You can offer a partial refund on any order, at any time. There is no deadline.

How much can I refund?

  • There is no minimum amount.

  • The most you can refund is the cost of the books. Shipping cannot be partially refunded.

  • You can send more than one partial refund on the same order, as long as the total stays at or below what the buyer paid for the books.

  • On an order with more than one book, a partial refund deducts the cost of a book but does not remove it from the order. The book will still be listed there.

What happens after I send it?

Your buyer has 48 hours to approve or decline. The clock starts as soon as you send the request.

  • If they approve, the refund is processed right away.

  • If they do not respond within 48 hours, the refund is approved automatically.

  • If they decline, they will be directed to contact our support team.

Once you send a partial refund request, it cannot be canceled. Double-check the amount before you submit.

How this affects my earnings

Your earnings for the order are adjusted automatically. Your PangoBooks selling fee is refunded proportionally, so you are only charged fees on what the buyer actually paid for the books.

If you have already transferred those earnings to your bank, your PangoBooks balance can go negative. You will be asked to confirm you are okay with that before the request goes through. A negative balance is recovered from your future sales.

Good to know

  • Offering a partial refund does not count against your seller stats or your ship time.

  • A partial refund does not close out the order. Your buyer can still request a return or report an issue afterward.

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