Managing Refunds & Exchanges

Returns are a normal part of selling, and Happyn keeps the process structured so it's fair to you and your buyers. You set the rules, Happyn handles the logistics, and refunds are processed automatically once you confirm. Here's everything you need to know.

Start by setting your policies

Your return policy is shown to buyers before they purchase, so set it up before you need it. Go to Dashboard → Profile and open the Policies tab:

Return window

How many days a buyer has to request a return after delivery (default: 30 days).

Return conditions

Any requirements for an item to qualify — e.g. "must be unused and in its original packaging."

Exchanges

Choose whether you accept exchanges in addition to refunds, and describe your exchange terms.

Cancellation window

For services, how many hours before the event a buyer can cancel without penalty (default: 48 hours).

How a return or exchange flows

When a buyer requests a return or exchange, here's the path from start to finish:

The buyer initiates the request from their order and selects a reason. They also report the item's condition (original packaging, all parts included), which protects you from inaccurate claims.
You're notified and have 48 hours to respond from Dashboard → Returns. Open the request and click Review.
Accept or Decline the request (more on when you can decline below).
When you accept a product return, Happyn automatically generates a prepaid return shipping label via EasyPost and sends it to the buyer.
Once the package arrives, click Mark as Received.
Happyn then processes the refund through Stripe back to the buyer — or, for an exchange, kicks off fulfillment of the replacement.

How refunds affect your payout

The refund amount the buyer receives — and what happens to your payout — depends on the reason for the refund. Here's how each scenario works:

Defective, damaged, or wrong item

The buyer receives a full make-whole refund — item cost, tax, the 8% service fee, and any rush fee. Your commission for the order is reversed and no payout is issued.

You decline or can't fulfill the order

Same outcome as above — full refund including the service fee, and your commission is reversed.

Vendor no-show

Full refund to the buyer including the service fee, and a reliability flag is recorded on your account. Repeated no-shows affect your standing on the platform.

Buyer cancels a booking

The buyer receives their item cost and most of the service fee back — a $10 flat cancellation fee is withheld from the service fee. Any deposit forfeiture per your booking agreement is handled separately. Your payout for the settled amount is not reversed.

Change of mind (buyer remorse)

The buyer receives their item cost, tax, and most of the service fee back — only the Stripe payment processing cost (~2.9% + $0.30 of the order total) is retained, as this is a pass-through cost that Happyn cannot recover. Your commission is reversed.

Refund vs. exchange

Both run through the same Returns workflow — the request is simply tagged as a refund or an exchange. For exchanges, the buyer includes notes describing the replacement they'd like, which you'll see on the request so you can fulfill the right item.

When you can decline

You have real protections, but they come with responsibilities:

For items that are defective, damaged, or wrong, you are required to accept the return. Declining these claims does not prevent the buyer from receiving a full refund — Happyn resolves them as vendor-fault cases regardless.
Condition-based requests (for example, an item not returned in its original packaging) can be declined if your stated policy requires it. When you decline, you provide a reason the buyer will see.
Because buyers report condition as part of the request, you have the information you need to make a fair call.

Services and digital goods

Returns with shipping labels apply to physical products. Services and digital goods aren't shipped back — refunds for these are handled directly rather than through a return label.

For service cancellations, buyers can cancel penalty-free within your cancellation window (default: 48 hours before the event). Cancellations outside that window are subject to the $10 flat cancellation fee and your deposit forfeiture terms. If you're unsure how to handle an edge case, reach out to support before acting.

Disputes & support

If you receive a request you believe is fraudulent or falls outside Happyn's policies, contact our team before accepting or declining:

Include the order number and the details of the request so our team can review it with you. For more on your protections as a seller, see Purchase Protection for Sellers.