What happens to my payout if a customer gets a refund?

It depends on whether you have been paid yet.

Before settlement

The refund is accounted for before the payout goes out. You simply do not receive the amount for that order.

After settlement

If a complaint is upheld after you have already been paid, the amount may be adjusted against a future payout. You will see it reflected in your payout records.

When a refund applies at all

Three situations, set out in When do refunds apply?

It is not automatic

A customer reporting a problem does not by itself mean money comes back off your payout. We review the order details and the available evidence first, and the resolution depends on what that review finds.

This matters most on damage claims, which is why the photos you take at handover do so much work. See Damaged products.

How a complaint gets to this point

See A customer has complained. What happens?

Where to see it

Dashboard > Orders > select the order > Payout Summary, same as any other order.

In a product recall

Recalled orders work differently. Affected customers receive a full refund, and who bears the cost depends on what caused the recall. Your share is capped at the payout you received for those orders. See Who pays for refunds in a recall?.