Use this page to answer common customer questions about Reshop returns, including instant refunds and instant exchanges. For each question, it shows who handles it, where to send your customer, and when to pass it to Reshop.
How to escalate to Reshop: submit a question with the customer's Return ID (it's in every email Reshop sends them), their email address and a short description. We'll pick it up with the customer directly, usually within 1 business day.
Jump to: Account access · Eligibility and approval · Returns and shipping · Refunds · Charges and payments · Instant exchange · Reshop Card
Account access
| Customer asks | Who handles it | Send them to | Escalate if |
|---|---|---|---|
| I can't access my Reshop account | Reshop | I'm having trouble accessing my Reshop account | Account is locked, or they need access urgently because their due date is close |
Eligibility and approval
| Customer asks | Who handles it | Send them to | Escalate if |
|---|---|---|---|
| Why wasn't my instant refund or exchange approved? Why wasn't I offered instant exchange? | Reshop | Why wasn't my instant refund or exchange approved? | No |
| Can I use Reshop if my order never arrived? | You | Your goods-not-received process. Reshop needs an item to be returned | No |
| I paid with Buy Now, Pay Later. Can I use Reshop? | Reshop | I made my purchase using Buy Now, Pay Later (BNPL), can I use Reshop? | No |
| My items are opened, used or damaged | You (your return policy) | What if I've opened or used the items or they are damaged? | No |
You can offer: "While you won't be able to get an instant refund or exchange through Reshop, I can help you with a standard return or exchange."
Returns and shipping
| Customer asks | Who handles it | Send them to | Escalate if |
|---|---|---|---|
| Where's my shipping label? | You (it's in your return confirmation) | Where can I find my shipping label or QR code? | No |
| Where's my tracking number? | You (it's on the label) | Where can I find my shipping tracking number? | No |
| My tracking hasn't updated, and I'm still getting reminders | Reshop | I have shipped my items already, why am I still receiving shipping reminders? | Due date is close with no tracking movement, the carrier confirms it's lost, or no updates for 7+ days |
| My return has been lost in the post | You (with the carrier) | My item(s) have been lost in the post | No |
| I need more time to send my return | Reshop | What if I can't ship my return by the due date? | Their due date has already passed |
| I want to cancel my return or keep some items | Reshop | Can I cancel or change my return? | They've already shipped but want to keep the items, or they've been charged incorrectly |
Refunds
| Customer asks | Who handles it | Send them to | Escalate if |
|---|---|---|---|
| I haven't received my refund | Reshop | How long will my refund take?, and check the timings below | It's past the expected time for their refund method, or shows "refund failed" |
| My refund expired, or I didn't claim it | You (standard return) | What happens if I don't claim my refund? | Only if they say they shipped before the due date |
You can offer (expired refund): "You can still return your items, and you'll receive a refund through our standard process once we receive them."
Refund timings by refund method
| Refund method | Usually arrives | Notes |
|---|---|---|
| Original payment method | 1 to 5 business days | Check the Shopify order timeline |
| Debit card | About 30 minutes | Can take longer, depending on the card issuer |
| Credit card | Up to 3 business days | Depends on the card issuer |
| Bank account | About 1 business day | If Reshop can't process it within 3 days, the refund is cancelled and the customer works with you directly |
Charges and payments
| Customer asks | Who handles it | Send them to | Escalate if |
|---|---|---|---|
| Why am I being charged for my return? | Reshop | Why am I being charged for my return? | They say they shipped on time, or the amount looks wrong |
| What is the unreturned item charge? | Reshop | What is the Unreturned Item Charge? | They say they shipped on time |
| I have a payment due | Reshop | I have a payment due, how can I make a payment? | No |
| How do I update my card? | Reshop | How do I update my payment method on file? | No |
| I want to dispute a Reshop charge | Reshop | help.reshop.com to contact Reshop | Yes, always |
| I want to dispute my original purchase | You | Your usual dispute process | No |
Instant exchange
| Customer asks | Who handles it | Send them to | Escalate if |
|---|---|---|---|
| What is an instant exchange? | Reshop | Refund or instant exchange: what are my options? | No |
| Where's my new order? | You (it's a normal order) | Your order tracking. Remind them their return is still due | No |
| There's an "Exchange order" charge on my statement | Reshop | Do I need to pay a difference, or will I get money back? (new) | They say they didn't authorise it |
| Do I still need to send my original item back? | Reshop | How does instant exchange work? (new) | No |
| My new order was cancelled | You (if you cancelled it); Reshop refunds the customer | Why was my new order cancelled? (new) | No |
| Can I return or exchange my new order? | You (standard return or exchange) | Can I return or exchange my new order? (new) | No |
Reshop Card
| Customer asks | Who handles it | Send them to | Escalate if |
|---|---|---|---|
| Where can I find my Reshop Card balance? | Reshop | Where can I find my Reshop Card balance? | Balance not showing after 24 hours, or looks wrong |
| How do I access my Reshop Card? | Reshop | How do I access my Reshop Card? | Card not showing after a refund, or details won't load |