Refunds and cancellations

Shopsy is the software a shop runs on. We are not the seller, we do not take the payment, and we never hold your money at any point. Every refund is issued by the shop you bought from, out of their own payment gateway account.

This is not a policy we chose in order to avoid the work — it is how the platform is built. A merchant connects their own gateway with their own keys, and your payment goes from you to them. There is no Shopsy balance in the middle that a refund could come out of, which also means there is no Shopsy balance that could be frozen, delayed or lost.

Go to the shop. Every storefront carries the merchant’s own contact details in its footer, and most reply faster than any platform support queue would.

• Their returns and refunds policy is theirs, not ours. Many shops publish it on their own pages; if you cannot find it, ask before you buy.
• Their tracking page needs your order number and the email address you used. No account, no app.
• You keep whatever rights the consumer law where you live gives you, and neither the shop nor we can sign those away.

Writing to Shopsy support about an order will get you an honest and unhelpful answer: we cannot see it. What we can do is confirm the shop is real and reachable, and tell you where to find them.

An order takes three things when it is placed: stock, one use of any discount code, and — for a shop that sells time — a booked slot. Cancelling gives all three back, in a single transaction. Either everything is released or nothing is, because a half-release is worse than none: a slot marked free whose booking still reads as reserved gets double-booked, and a discount counter left high retires a code nobody claimed.

What cancelling does not do is move money. If a payment was already taken, the merchant refunds it in their gateway; marking the order cancelled here does not reach into a bank.

They look like the same event and they are not, which is why the product treats them differently.

• Cancelled means the order is not happening. Stock, the discount use and the booked slot all go back.
• Refunded means the money went back, but the goods are wherever the customer is. Nothing is returned to the shelf, because telling a merchant they have stock they cannot find is a worse error than the tidy-looking alternative.

Both are excluded from a shop’s revenue figures, so a merchant’s analytics never counts money that came back.

You decide your own refunds policy, you publish it, and your customers hold you to it. We do not impose one and we will not overrule one.

• Issue the refund in your gateway’s dashboard — that is where the money is — then mark the order refunded here so your records and your analytics agree.
• If stock did come back, adjust it yourself. Marking an order refunded deliberately does not.
• Chargebacks and disputes are raised with your gateway and answered by you. We are not a party and cannot intervene.
• Consumer law where your customer lives may give them rights beyond your published policy. Those apply whatever your page says.

There are none to give, because there are no charges to refund. Opening and running a shop costs nothing, there is no subscription, no commission and no revenue share. Your gateway’s transaction fees are charged by your gateway and refundable, or not, on their terms.

If paid features are ever introduced, a refund policy for them will be written here before they go on sale, not after.