Refunds, and getting unused balance back

Three different things

People say "refund" for three situations that work differently.

1. An order that did not ship. Money held against it releases back to your available balance automatically. Nothing to ask for. See Available and Occupied.

2. Something went wrong with an order that did ship. Wrong item, damage, loss. Value goes back to your account under standing policy. See Lost, damaged, or the wrong item.

3. Money on your balance you no longer want there. That is the rest of this page.

Getting unused balance back

Ask support. Unused balance is returned by bank transfer.

It is your money and it is not locked in. Worth knowing before you fund an account rather than after.

Include:

What is not refundable

Money already spent on orders that shipped. Once goods are bought and a parcel is moving, that cost is real.

Money on hold against orders in progress cannot be withdrawn while those orders are live. Cancel the orders first and the holds release, then the balance is available.

Refunding your own customer

Separate from all of the above, and worth being clear about.

Refunding your customer is your decision and happens in your own store, through whatever you take payment with. That is between you and them.

What comes back to you from us is only what is covered above: unshipped orders, and our errors. Refunding a customer does not by itself return the fulfilment cost of an order we already shipped.

This matters for your returns policy. We do not run a returns service. Before you publish a policy on your store, work out what you can carry yourself. See Who Peregrine is.

Frequently asked

How do I get money off my balance? Ask support. It returns by bank transfer. Does it go back to my card, how long does it take, is there a fee? Ask support when you request it and they will confirm the route and the timing before anything moves. I cancelled an order, where is the money? Released to Available. Check Holds and releases on the Billing screen. Can I withdraw while orders are in progress? Not the part held against them. My customer wants a refund. Handle it in your store. That is separate from your balance with us.