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Customer FAQs

Updated

This page is designed for retailers to quickly respond to common customer questions related to Reshop refunds and returns. It outlines the most frequent scenarios your team may encounter, where to direct customers within the Reshop Help Center, and when an issue should be escalated. Use this as a frontline reference to ensure consistent, accurate responses and to minimize unnecessary back-and-forth. We want to help you resolve most inquiries confidently at the first touch and clearly distinguish what is handled by Reshop versus what remains with you, the retailer. Sections include:

  • Account Access & Setup
  • Refund Eligibility & Approval
  • Returns & Shipping
  • Refund Processing & Status
  • Refund Options & Payment
     

Account Access & Setup

I’m having trouble accessing my Reshop account

 

Refund Eligibility & Approval

Why was my Reshop Refund not approved?

  • Refer to Reshop Customer Help Center > Why was my Reshop refund not approved?
  • You can offer: "While you won't be able to get an instant refund through Reshop, I can help you process a standard return."

Can I use Reshop for refunds if my order never arrived?

  • No. Reshop requires the customer to return the physical item within 7 days of receiving their refund. Without an item to return, the refund cannot be processed through Reshop.
  • → Direct customer to retailer's “goods-not-received” claims and handle as standard lost package - NOT a Reshop issue.

I made my purchase using Buy Now, Pay Later (BNPL), can I use Reshop?

 

Returns & Shipping

Where can I find my shipping label?

  • Customers can find their shipping label in:
    • The retailer's return confirmation email
    • The Reshop app
  • Direct customers to check these two sources first → Refer to Reshop Customer Help Center > Where can I find my shipping label?

See detailed troubleshooting below if customer can't access label

Where can I find my tracking number?

My tracking hasn't updated

My items have been lost in the post

  • Once items are shipped, tracking and delivery are managed by the carrier and retailer.
  • Reshop recommends the customer reaches out to the retailer directly for assistance > My item(s) have been lost in the post

What if I’ve opened or used the items or they are damaged?

 

Refund Processing & Status

I haven't received my refund yet

Response depends on refund type:

  • OFP (to original card): Takes 3-5 business days (up to 10). Check Shopify order timeline.
  • Other Debit Card: Typically appears within 30 minutes. In some cases, it may take slightly longer depending on your card issuer.
  • Other Credit Card: Typically appears within 3 business days, depending on your card issuer's processing time.
  • Bank account: Takes 1-3 business days. If Reshop cannot process within 3 days, refund is cancelled and customer works with retailer directly.
  • Reshop Card: Instant to a few minutes. Check balance in Reshop app.
  • Refer to Reshop Customer Help Center: How long will my refund take?
  • Escalate if: Past expected timeline for refund type, shows "refund failed"

Can I cancel my refund?

  • Customers can check eligibility in Reshop app → navigate to return → look for cancel option.
  • Customers may be able to cancel through: (1) the retailer website, or (2) the Reshop app.
  • For Reshop Card/Bank/Debit refunds: Cancel in app - refund reversed within 1-3 business days
  • For OFP (original payment method) refunds:
    • If planning to return: DON'T cancel - ship items back within 7 days
    • If keeping items: Cancel in app - original refund stays on card, backup payment method charged within 1-3 days
  • If already shipped: DON'T cancel - return already in transit
  • Refer to Reshop Customer Help Center: Can I cancel my refund?
  • Escalate if: Already shipped but wants to keep items, can't cancel but hasn't shipped, charged incorrectly

Why has my refund expired?/ What happens if I don’t claim my refund?

  • If a customer's refund expires and they still return the item, they will need to work with the retailer directly for their refund.
  • What to offer: "You can still return - you'll receive a refund through our standard process once we receive your items (typically X business days)."
  • Refer to Reshop Customer Help Center: What happens if I don’t claim my refund?
  • Process as standard return - don't escalate unless customer claims shipped before deadline

 

Refund Options & Payment

Where can I find my Reshop Card balance?

How do I access my Reshop Card?

  • The Reshop Card is virtual - access it in Reshop app → Reshop Card section
  • Refer to Reshop Customer Help Center: How do I access my Reshop Card?
  • Escalate if: Card not appearing after refund issued, card details won't load

Why am I being charged for my refund?

  • This happens if customer: (1) cancelled refund to keep items, (2) didn't return within 7 days, or (3) return wasn't received.
  • → Refer to Reshop Customer Help Center: Why am I being charged for my refund?
  • Escalate if: Claims returned on time but charged, charge amount incorrect, believes charge is error

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