Understanding Refunds on ShopBroker
ShopBroker's payment protection means you're covered in most situations. Here's how refunds work.
When You'll Get a Refund
Order Cancelled Before Delivery
If you or the seller cancels before the item ships:
Your payment hold is released immediately
The funds return to your account in 5-10 business days
Delivery Can't Be Completed
When delivery fails and can't be rescheduled:
Your payment is released automatically
Full refund to your original payment method
Self-Arranged Pickup Not Completed
If a self-arranged order doesn't happen:
Either party can request cancellation
The hold expires after 7 days (card) or 29 days (PayPal) if no action is taken
Seller Doesn't Fulfill
If a seller fails to provide the item as agreed:
Contact support with details
We'll review and process your refund
Legitimate Dispute
If an item is significantly not as described and we rule in your favor:
Full or partial refund depending on the situation
How Refunds Work
Payment Holds vs. Actual Charges
Before delivery/pickup: We only authorize (hold) your payment. If cancelled, the hold is simply released — whether you paid by card or through PayPal.
After delivery/pickup: The payment has been captured. A refund is processed back to your original payment method (card or PayPal account).
Refund Timeline
Card hold release: Shows as "pending" reversal within 24 hours, fully cleared in 5-10 business days
PayPal hold release: Typically released within 1-3 business days
Processed refund (card): 5-10 business days depending on your bank
Processed refund (PayPal): Returned to your PayPal account, usually within a few business days
The timing depends on your financial institution or PayPal, not ShopBroker.
What Gets Refunded
Full Refund Scenarios
Order cancelled before any fulfillment
Delivery permanently failed
Seller didn't provide the item
Partial Refund Scenarios
Item partially as described (case-by-case basis)
Resolution agreed between buyer and seller
Delivery Fees
Refunded if delivery never happened
Not refunded if delivery was successful but you have item issues (handled separately)
How to Request a Refund
Go to your order — Find it in your email confirmation or account
Check the status — If already cancelled, your refund may already be processing
Contact support — Reach out via live chat on our website or email at [email protected]
We recommend reporting issues as soon as possible — ideally within 24 hours for the fastest resolution. We accept reports within 7 days of delivery, but earlier reports help us investigate more effectively.
Checking Your Refund Status
Bank Statement / PayPal Activity
Look for:
Original pending charge disappearing (hold release)
Credit from "ShopBroker" or "Stripe" on your bank statement (card refund)
Refund in your PayPal activity (PayPal refund)
Support
If it's been more than 10 business days, reach out and we'll investigate.
Common Questions
Can I get a refund if I change my mind?
Cancellation is possible before delivery/pickup if both parties agree. After completion, sales are generally final unless there's a legitimate issue.
What if the seller refuses to cancel?
Contact support. We can help mediate based on the situation.
Does ShopBroker charge for refunds?
No. If you're due a refund, you get back what you paid.
Need a Refund?
Contact our support team with your order number and we'll help sort things out.
For the complete policy on refunds, disputes, and what's covered, see our Refund & Dispute Policy.