Core principles
At payment, three amounts are identified: the product total, Buyer Protection Fee, and delivery charge. The product and delivery amounts are held until fulfilment or problem resolution; the Buyer Protection Fee pays for the Mbopy service as soon as payment is made.
The party responsible for a failure should bear its cost. Decisions use the order record, statuses, merchant, partner and buyer evidence, payment data, and mandatory local law. Affected amounts may remain held while Mbopy reviews the case.
Cancellation before merchant acceptance
A buyer can cancel before merchant acceptance. In this case, the product and delivery amounts are fully refunded. The Buyer Protection Fee remains with Mbopy because protected payment, the cancellation option, and transaction costs have already been provided.
After acceptance, preparation, customization, procurement, or dispatch, cancellation is not automatic. The outcome depends on the responsibility established, this policy, and applicable law.
Merchant cancellation or non-fulfilment
If the merchant cancels or aborts the order, the buyer receives the full product and delivery amounts, plus 65% of the Buyer Protection Fee. The merchant may be charged a penalty equal to 50% of the original Buyer Protection Fee, without limiting other available measures.
A merchant should cancel unavailable items quickly. Repeated cancellations, inaccurate stock, or delays can affect merchant standing, payouts, or account access.
Damaged, incomplete, or materially different orders
Report visible damage, missing items, counterfeit concerns, or a material difference from the listing before confirming delivery whenever possible. Provide clear photos, video, packaging, description, and the requested outcome. Mbopy may resolve only the affected part of an order where appropriate.
For partner delivery, the merchant must record a video of the items and package before handover. Seal, photo, timestamp, partner-acceptance, weight where practical, and delivery evidence help establish custody and responsibility.
Responsibility in partner delivery
When merchant responsibility is confirmed, the buyer receives the full product amount. The Buyer Protection Fee remains with Mbopy; the delivery charge is paid to the partner for a completed delivery; and any return cost is charged to the merchant.
When partner responsibility is confirmed after correct merchant handover, the buyer receives the full product and delivery amounts; the merchant receives the product amount; the Buyer Protection Fee remains with Mbopy; the partner receives no delivery payment and is responsible for the claim amount and any return. Mbopy may reimburse the buyer and recover the amount from the partner.
A delivery managed by the merchant is handled through Mbopy mediation. The affected amounts remain held during review and are settled manually according to the established facts.
Change of mind & buyer-caused failure
A change of mind is not automatically refundable after preparation, customization, procurement, or dispatch. The merchant return policy and mandatory local consumer rights apply.
Extra delivery or return costs caused by an incorrect address, repeated unavailability, refusal without a covered product problem, or unauthorized use of the confirmation code may be deducted where lawful and clearly evidenced.
How to request a refund
Open the relevant order and report the issue, or email [email protected] with the account contact and order reference. State the requested outcome and submit evidence promptly.
Mbopy may ask the buyer, merchant, payment provider, or logistics partner for additional records. Keep the product and packaging available and do not send an item back without approved instructions.
- Order reference and timeline
- Photos or video of the package and product
- Description of missing or different elements
- Merchant or delivery communication
- Preferred resolution
Buyer protection & delivery fees
The Buyer Protection Fee covers holding the product amount until fulfilment, cancellation before acceptance, transaction processing, Mbopy support, and mediation. It is not refunded for a successful order, buyer cancellation, refusal, return, dispute, or refund, except when the merchant cancels or aborts the order: 65% is then refunded.
Delivery charges are refunded when partner delivery is not performed or partner responsibility is established. They are due to the partner when delivery was performed and the merchant is responsible. If the buyer refuses without a covered reason or causes the failure, delivery or return costs may remain payable by the buyer where law permits.
Delivery confirmation & merchant payouts
Delivery confirmation can release funds to the merchant. A claim made after confirmation is reviewed, but recovery may take longer and can be limited when the buyer knowingly confirmed a correct order.
Mbopy may hold, offset, or recover a merchant payout for an approved refund, duplicate transaction, chargeback, fraud event, or other amount the merchant owes under the Terms. Merchants should keep sufficient payout records and respond to reviews.
Additional service charges
Any paid service shows its conditions before commitment. Keep its reference if you need support.
A refund or credit may be considered for duplicate billing, an unauthorized charge reported promptly, a material billing error, or where law requires it.
Service failures
If a paid Mbopy service cannot be provided because of a confirmed technical failure, Mbopy will review the appropriate remedy.
A service affected by a prohibited listing, account review, unpaid balance, or policy breach may not be eligible for a refund.
Decision & payment timing
Mbopy aims to acknowledge a complete request promptly. Review time depends on evidence, delivery investigation, merchant response, payment provider, and market. Approved refunds are sent to the original method where possible.
After Mbopy sends a refund, the provider may take approximately 5–10 business days or longer to display it. Avoid opening a payment chargeback while an active Mbopy review can resolve the same issue; duplicate recovery attempts can delay or close the internal process.
Appeals & contact
If you disagree with a decision, reply with the order reference, the specific point disputed, and new evidence. A second review may uphold, adjust, or reverse the original outcome.
Mandatory consumer rights remain available. Questions about this policy can be sent to [email protected].
