You may need to refund a buyer following a sale.
The refund procedure depends on the payment method used at the time of purchase and must strictly be carried out using that same method.
Select below the method corresponding to your buyer’s payment to find out how to proceed.
If the buyer paid via our banking partner
If the payment was made via one of the methods linked to our banking partner Mangopay, you can issue the refund directly from your Delcampe account. The refund results in the cancellation of the sale(s) on Delcampe.
You can refund:
- The total amount received
- A partial amount* corresponding to certain items
Steps to follow:
- Go to the page Payments: History
- Find the payment to be refunded and click on "Refund"
- By default, all items are selected for a full refund.
→ Uncheck the items you do not wish to refund. - If all items are checked, shipping costs are refunded in full.
→ In the case of a partial refund*, choose whether to refund shipping costs (in full, partially or not at all). - Choose your rating: comment only, 0% or 25%.
→ Add an explanatory comment. - Indicate the reason for the cancellation.
- Click on "Confirm"
- A confirmation message appears. The refund is processed and displayed as "refund sent" or "partial refund sent".
* only possible if there are several items in the payment request
- Time limit: refunds are possible for 3 months after the payment date.
-
Insufficient balance: if the available amount on your Delcampe account is not sufficient, the site will automatically offer to pay the difference via credit card or a direct payment method (if available). You will be redirected to a payment page where you can use a saved card, add a new one, or select a direct payment method (if available).
Once the bank validation is completed, the refund is immediately processed and a confirmation message appears on the screen. - Minimum amount: the minimum refund amount is 10 cents.
If the buyer paid via PayPal
If the buyer paid via PayPal, the refund must be carried out from your PayPal account, not on Delcampe.
Steps to follow:
- Log in to your PayPal account
- Search for the transaction
- Click on "Issue a refund"
PayPal refunds must be carried out directly from your PayPal account.
Delcampe cannot intervene in this process. If you encounter any difficulties, we invite you to contact PayPal customer service.