Refunds and Disputes are handled between the seller and the buyer.
Wolkify serves as intermediary between those two parties, but cannot take responsibility for refunds or disputes, since Wolkify does not control the shipping of the goods. We did however put standard practices into place that sellers can follow to easily resolve any issues that might occur after a purchase.
Refunds can be issued easily by every seller via the Stripe dashboard. The entire process includes 5 simple steps, which can be found here. Doing a refund through Stripe is completely free of charge.
According to Stripe the refund will be initiated immediately once it is triggered by the seller. The entire process takes between 5 and 10 days, depending on how quickly the order is processed by the buyer’s bank. For more information make sure to carefully read https://stripe.com/docs/refunds.
Disputes are cases where the buyer does not agreed with being charged for the order that was made. The buyer’s bank then creates a formal dispute which immediately reverses the payment. The payment amount, along with a separate $15.00 dispute fee that Stripe charges in such instances, is then deducted from your account balance. You can find more on Stripe’s procedures here.
The seller is able to respond to the dispute directly through the Stripe Dashboard, which is explained here.
We highly recommend that the seller first tries to resolve the issue by contacting the buyer directly. Often times the dispute results from a misunderstanding or the fact that the buyer forgot the purchase.
We at Wolkify do everything to minimise risk for our sellers. That is why we are using fraud detection algorithms in collaboration with Stripe. You can learn more about that here. We furthermore take advantage of the machine learning systems that Stripe has in place for detecting fraudulent activity. This helps us and ultimately you, the seller, to keep refunds and disputes to a minimum.