Handling buyer disputes (sellers)
Last updated September 2026
Buyers open disputes from their order after shipment when something looks wrong for a specific seller slice. Work the issue from Seller orders. Open the order, then the disputes card for that buyer.
Payouts for your slice are not released until you ship with an in-app USPS label. Never earlier. Dispute refunds can still apply after funds have begun moving through Stripe Connect. See Shipping policy and Packaging standards.
Communication
Reply in the dispute thread like normal support chat. You can optionally include a proposed refund amount in a message to set expectations. Recorded refunds happen through the dedicated buttons below the conversation.
Refunds you can issue
- Partial refund: Specify an amount up to the remaining refundable total for your slice. The dispute stays open so you or the buyer can continue messaging. You may issue additional partials until the cap is reached.
- Full slice refund: Refunds everything left for your portion and resolves the dispute as fully refunded. You can add a short note for the buyer first. If you leave it blank, they see that the request was fully refunded and resolved. If you selected return or replacement, full refund stays locked until you mark the return received or waive the return.
Refunds post to the buyer's original payment method according to card-network timing. Binder to Market may recover amounts from your Stripe Connect balance when refunds occur after funds already transferred. See seller refunds and Connect recovery.
Resolution path and returns
On each open post-shipment dispute, choose a resolution path based on the reason. Platform EasyPost return/remship labels require the seller slice merchandise subtotal to meet the marketplace minimum (default $25). Below that, use refund only.
- Wrong condition / wrong item: refund only, or return/replacement with a released EasyPost return label (buyer prints to purchase postage; you are charged then).
- Missing items: refund only, or ship missing (remship label you buy and pay for) when above the minimum.
- Not received: refund only (no return/remship labels).
After the buyer ships a return, mark it received (or waive it) to unlock the full slice refund.
Buyer-side closures
Buyers may withdraw a dispute before any dispute-route refunds clear, or mark it resolved after refunds begin. Closed disputes disable new messages and new refunds through that thread. Read the status line on the card so you know whether you are waiting on the buyer, on shipment proof, or on nothing further.
Your order summary may show a rolled-up total of dispute-route refunds so you don't have to open each card for a quick check.