Deciding a refund request on one of your sales
For creators who have a refund claim waiting — who decides, what the buyer chose, and what each answer does.
You decide. When a buyer asks for their money back on one of your orders, the claim comes to you to approve or decline, and a decline is final.
What the buyer did
The buyer opened the order and asked for a refund, choosing one of four reasons, with optional free-text detail:
- Not as described
- Not received
- Accidental
- Other
Asking twice is not an error — a second request returns the claim that is already open rather than creating another one.
The claim reaches you with the amount and what was bought.
The decision is yours alone. There is no time limit on a buyer asking, no eligible-reason test, no arbitration and no automatic approval on the buyer’s behalf — declining ends the claim. EVVA’s operators can issue a refund through their own separate route.
Approving
Approve and the money goes back the same way it came in. Along with it: the buyer’s access to what they bought is revoked, and your share of that sale is reversed. See Refunds, chargebacks and your balance for exactly which of your numbers move.
If the answer comes back as sent-but-not-yet-confirmed, the claim stays open on purpose and settles the next time you look at it. A refund that has not been confirmed is never shown as granted.
Declining
Decline, with an optional reason. That is the end of the claim. The buyer cannot escalate it to EVVA from their side.
What you may see
- “This request is already approved” or “already declined” — somebody, or another tab, decided it first. Reload the queue.
- “This order has not been paid, so there is nothing to refund” — the order never settled, so no money exists to send back.
- A refund failure from the money rail — the claim deliberately stays open so that a failed refund never reads as a granted one. Try again, and contact support if it keeps failing.
A partial refund leaves the order’s status label as it was. Check the amounts on the order rather than its status label to see how much went back.