Return, Retry, and Cancellation
Version: v1.1
Last Updated: May 30, 2026
App Menu Path
My Second-hand Orders → order tracking → return / retry / cancel actions
Required Access
- Seller ownership of the order
- Action allowed by the current fulfillment state
Failed delivery and item at depot
If the rider cannot deliver (buyer unreachable, wrong address), the delivery fails and the item is held at the delivery company depot awaiting a decision. The platform admin coordinates the outcome:
- Retry delivery — a new attempt once the blocking issue is resolved
- Return to seller — the item comes back to you
- Close — in limited cases, terminated without return
Watch your order tracking for which path applies, and always act on the latest active task — an old, cancelled task should not drive a new action.
Retry delivery
When a retry is arranged, a new retry task appears on the order. Verify you're looking at the latest active retry task before doing anything; the previous failed task is closed.
Return to seller
When the item is returned to you:
- The rider brings it back
- Confirm seller receipt on the order tracking screen
- The order resolves as
returned_to_partner
Inspect the item when it returns.
Cancellation windows
| Stage | Can it be cancelled? | Refund |
|---|---|---|
confirmed (before dispatch) | ✅ Yes | Buyer fully refunded |
ready_for_dispatch | ⚠️ Via support | Depends on stage |
picked_up / in transit | ❌ Handled as failed delivery / return | — |
Before dispatch, an order can be cancelled and the buyer is refunded. You will not earn for a cancelled order.
Refund on cancellation
Refunds to the buyer are triggered automatically based on the cancellation stage. Because second-hand items are paid online (card / mobile money), the refund goes back to the buyer's original method. Track it via support if needed.
Exceptions
| Situation | What to do |
|---|---|
| Old cancelled task showing | Act only on the latest active task — don't action a superseded timeline |
| Item returns damaged | Document with photos and open a support case |
| Buyer disputes the item | Keep evidence; the platform reviews second-hand disputes case by case |