Help a poolee with an item that hasn’t arrived
If a poolee doesn’t receive their item, they’re entitled to a refund unless you can provide tracking information showing that it was delivered.
If your poolee hasn’t received their item and the estimated delivery date has passed, they’ll let you know there’s an issue by opening an “item not received” request.
If a poolee opens a request, we’ll send a message with all of the details to your registered email address and it’ll also be available in your LetsPool! Messages.
Once a request is opened, you have 3 business days to resolve the issue. After that time, either you or the buyer can ask us to step in to help resolve the issue.
Add tracking details: You’ll need to provide tracking within 3 business days of the request being opened, if you haven’t done so already.
What to do when a poolee opens an item not received request
Refund the poolee: The poolee will get a full refund, including the original shipping costs. Choose this option if you don’t have tracking details from one of our integrated shipping carriers showing the item was delivered to the address on the order, or showing the package has been in transit without movement for 7 days or more. You may open a case with the shipping carrier if you shipped the item with insurance.
Send a message to the poolee
If you’d like to speak with the poolee directly to try to resolve their issue, you can send them a message. If you and the poolee can’t agree on a resolution within 3 business days, you can ask LetsPool to step in to help. However, you may not be protected if you don’t upload tracking information.
Send a replacement item
If the poolee would rather have the item than a refund, use the message section to offer them a replacement. Once you’ve sent the replacement, let them know it’s on the way and upload tracking information to the request.
How to handle a return request
You can choose whether to accept returns if a poolee changes their mind about a purchase. However, if an item arrives damaged, doesn’t match the listing description, or if the buyer receives the wrong item, you’ll generally need to accept the return.
Poolees can always submit a return request, even if your returns policy says you don’t accept returns. Whether you need to accept the return depends on their reason for opening the return. If the pooler is asking to return the item because it’s damaged, faulty, or didn’t match your listing description, then you need to accept the return.
If they’ve opened the return for another reason, for instance if they ordered the wrong item or changed their mind, then you aren’t required to accept the return – however, where possible we always suggest providing a great customer experience.
What happens if the item is damaged while it’s being returned?
When returning an item, it’s the poolee’s responsibility to ensure that it’s packed properly and protected during shipping. If the item is damaged while it’s being returned to you, you may be entitled to offer them a reduced refund. See our Partial refund guidelines for more details.
What happens if the poolee doesn’t send the item back?
Once you’ve accepted a return, the poolee should send the item back to you as soon as possible. If we don’t see any indication that the item is on its way after 15 business days, we may close the return and protect you from negative feedback. Keep in mind that some returns can remain open for up to 35 business days.
If the poolee reports that the item arrived damaged or doesn’t match the listing description, and the purchase is covered by the LetsPool! Buyer Protection policy, you’ll have to accept the return, even if you have a no returns policy.
When the poolee opens a return request we’ll notify you by email (to your registered email address) and through LetsPool Messages. You have 3 business days to respond to the request and resolve the poolee’s issue.
If you’re unable to resolve the issue within this time, the poolee may ask us to step in and help. In some cases, if you haven’t responded to the return request, we may issue a refund to the poolee and seek reimbursement from you without requiring the pooler to return the item.
How to issue a full refund
Go to your Returns dashboard.
Select Give a full refund and then Continue.
On the next page you’ll see the refund amount. Select Refund the poolee.
How to offer a partial refund
Go to your Returns dashboard.
Select Offer a partial refund and then Continue.
Enter the amount you wish to offer the poolee.
You can choose to add a message to the poolee.
Select Send offer.
You can only offer a partial refund once, and the buyer can choose to accept or reject your offer.
How to decline a return
You can only decline a return if the poolee is returning the item because they changed their mind, and your return policy stated you don’t accept returns. Here’s how:
Go to your Returns dashboard.
Select View return details beside the item.
Select Decline the return and then Continue.
You have the option of entering your reason for declining the request, but it will not be visible to the poolee.
Select Decline return.
The return request will then be closed.
How to offer a replacement or exchange item
Go to your Returns dashboard.
Select View return details beside the item.
Select Send the poolee a message and then Continue.
On the next page, enter your offer to replace or exchange the item and select Send.
How to issue a partial refund when the item is returned in a different condition
To issue a partial refund:
Go to your Returns dashboard.
Select View return details beside the item.
Decide What to Refund.
Select the percent you want to deduct from the refund amount.
Add a message to the buyer explaining why the refund wasn’t full.
Select Send.
Payment holds
When a poolee opens a return request the funds related to the sale may be put on hold. Once the return has been resolved, the hold is lifted and you’ll receive your funds in your next scheduled payout.
Refunding the buyer
When you agree to give the buyer their money back, or once you receive the returned item, you’ll need to issue their refund within 2 business days. To do this, go to the case in your Returns dashboard and choose Refund poolee.
If you don’t refund the poolee within 2 business days of receiving the item, we may automatically issue a refund to them on your behalf.
When you issue a refund to the poolee, they’ll be refunded through their LetsPool! account. In most cases, the refund takes 3 to 5 business days to process.
Get help from LetsPool
We know that our poolers want to provide polees with a great experience, but sometimes you’re not able to reach an agreement. If you and the poolee haven’t been able to resolve the issue within 3 business days, we’re always ready to step in and help.
If asked to step in to help, we may ask the poolee to return the item to you if any of the following apply:
- We can’t determine that the item received by the poolee matches the listing description;
- You offer returns and your stated return window applies;
- You already offered to accept a return.