Refunds & Fee Reversals

Refunds on Elexbig follow a simple, transparent process that protects both you and your customers:

1. Customer initiates: A buyer requests a refund through the Elexbig platform.
2. Vendor approval: You review and approve the refund request, or provide evidence if you believe it's not valid.
3. Refund issued: Once approved (or mediated by Elexbig), the buyer receives their money back via their original payment method.
4. Adjustment recorded: The refunded amount is deducted from your next payout and itemized in your Settlement Report.

Good to know: Refunds protect customer trust while ensuring vendors aren't charged commission on sales that didn't complete.

When you issue a refund, Elexbig automatically recalculates any commission or platform fees you were charged. Here's how it works:

Commission is recalculated based on the final order value. Only the portion of commission linked to the refunded amount is reversed.

If third-party costs apply (e.g., shipping you've already paid to a courier), these are not reversed by Elexbig. You'll need to seek reimbursement directly from your courier if applicable.

Important: Shipping fees you've already paid to a courier are not refunded by Elexbig, even if the order is cancelled. Factor this into your returns policy.

How refunds appear in your Settlement Report

Refunds and fee reversals are clearly itemised in your Settlement Report, making it easy to track how they affect your payout:

• Refund ID / Order ID: Links the refund to the original transaction
• Refund amount: The gross value refunded to the customer
• Commission reversal: Shows the adjusted or reversed fee
• Net adjustment: The amount deducted from your upcoming payout

Pro tip: Refunds processed close to a payout day may roll into the following week's Settlement Report. Always cross-check your reports before raising concerns with our support team.

Here’s how a typical full refund works on ELEXBIG:

• Product sale price: ₦100,000
• ELEXBIG commission (10%): ₦10,000
• Vendor receives: ₦90,000
• Buyer returns the item: Full refund of ₦100,000
• Vendor’s ₦90,000 sale proceeds are reversed
• ELEXBIG commission: ₦10,000 is also reversed

Do I lose commission on refunded orders?

No. Commission is reversed in line with the refunded amount. You only pay commission on completed sales.

Refunds appear in your Vendor Dashboard immediately and are reflected in your next Settlement Report. The customer receives their refund within 5, 10 business days, depending on their bank.

Not automatically. If you've paid for courier services, these costs remain with you unless you can recover them from the courier. Consider this when setting your returns policy.

You can submit evidence through the platform explaining why the refund isn't valid. Elexbig will review both sides and mediate a final decision based on our marketplace policies and consumer law.

No. Payouts continue on their regular schedule. Your net payout will simply be reduced by the refunded amount plus any associated adjustments.

Yes. Partial refunds are supported and commission is automatically recalculated based on the final order value. See our guide on partial refunds for more details.

Our vendor support team is here for you

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