Secure Return Process
48 hours for the buyer to open the case with evidence, 48 hours for the seller to respond, then admin review if needed.
48h Buyer
To open the request
48h Seller
To reply to the case
Escrow & Wallet
Secure refund flow
Why Return a Product?
Accepted reasons for a return
Defective Product
48hThe item is defective, damaged, or faulty. In that case the seller covers return costs.
Wrong or Misdescribed Item
48hYou received the wrong product or a product that does not match the listing.
Exchange Request
48hYou can request an exchange. The case is handled after seller or admin validation.
Change of Mind
48hIf the buyer simply changes their mind, the buyer covers the return transport cost.
Return Process in 4 Steps
01
Return Request
The buyer has 48 hours after delivery confirmation to submit a reason, the desired action, and photo or video evidence.
02
Seller Response
The seller has 48 hours to approve the return or reject it with evidence. If there is no reply, the case is automatically escalated to admin.
03
Return Logistics
Once the return is approved, the product hand-back follows the instructions shared in the case.
04
Final Decision
Admin resolves disputes or non-response cases. Approved refunds are credited to the buyer's ALSBIZ wallet.
Return Conditions
Mandatory Requirements
- Request opened within 48 hours after delivery confirmation
- Photo or video evidence is mandatory
- A return reason must be selected
- The buyer must choose either exchange or refund
Cost Responsibility Rules
- If the seller is at fault, the seller pays return costs
- If the buyer changes their mind, the buyer pays the return transport
- Approved refunds are credited to the buyer's ALSBIZ wallet
- Accepted exchanges are handled case by case within the return file
Refund Methods
Approved refunds are credited to the buyer's ALSBIZ wallet
ALSBIZ Wallet
The refunded amount is credited to the ALSBIZ wallet after the case is resolved.
After approvalFund Withdrawal
The buyer can then withdraw the money under the same conditions as sellers and delivery companies.
Wallet rules applyFinal Resolution
Admin can validate a refund, an exchange, or a rejection based on the evidence and seller history.
Operational decisionImportant: Document Your Return
For a request to be accepted, you must:
- Attach clear pictures or videos showing the issue
- Keep the return shipment tracking information
- Describe the defect or mismatch precisely
Frequently Asked Questions
How long do I have to return a product?
You have 48 hours after delivery confirmation to open a return request.
Who pays the return shipping fees?
If the product is defective, damaged, or wrong, the seller pays. If the buyer simply changes their mind, the buyer pays the return transport.
Can I exchange a product instead of a refund?
Yes. When opening the request, the buyer must explicitly choose between exchange and refund.
How do I track my return?
Buyer and seller mainly track the case status from their dashboards: request, seller response, admin review, and final decision. Any actual return shipment movement depends on the carrier used.
What if the seller refuses my return?
Admin intervenes in case of dispute or seller non-response. The team reviews the buyer's evidence and the seller's history before making a final decision.