Returns
16 Jun – 13 Sep · vs last year: 16 Jun 2025 – 13 Sep 2025
Returns, exchanges and missing items, each as a case with the channel's clock beside it. Omni ties the request to the order, gathers the evidence and drafts a decision line by line, citing the policy it rests on. A person approves; only then is it written back to the channel. Omni never moves the money, cuts a label or books goods in.
Nearest channel deadline
Claims APIs4 h 36 m
5 waiting on a person now; past the deadline the channel decides on its own
Requests received
Claims APIs357
Returns, exchanges and missing items, on the channels Omni reads
Median time to a decision
Claims APIs15.0 h
From the parcel or the evidence being in, to a person's approval
Decided by the channel instead
Claims APIs6
Left past the channel's clock, so the channel approved it on its own
Refunded or replaced
Claims APIs82.1%
The rest were refused, each with the policy line it rests on
Requests
Waiting on a decision first, the channel's deadline nearest first; then the recently decided.
What the period says
- 5 requests are waiting on a person this morning, and the nearest has 4 h 36 m before the channel decides it on its own.
- 357 requests came in over the period. The reason buyers picked most was changed my mind or no longer needed, at 86.
- Trendyol carries 55% of them. It sells less than the web store, but more of what it sells comes back.
- 64 were refused. Almost all of those are coffee that was opened or ground to order: food that cannot go back on the shelf, which the policy says out loud rather than leaving to whoever is on.
Why they came back
The reason the buyer picked from the channel's list, over the period.
Changed my mind or no longer needed
8666 beforeOrdered by mistake or wrong option
6853 beforeDamaged on arrival
6147 beforeMissing item
5342 beforeWrong item sent
3225 beforeNot as described
2822 beforeFaulty
1814 beforeNo reason given
118 before
The reason is the one the buyer picked from the channel's list. It is not the desk's reading of what happened, which is why the decision beside it can disagree.
How they were decided
What the period's requests came to, and where they were opened.
Refunded
20758.0%Replaced or sent again
8624.1%Refused
6417.9%
Where they were opened
Trendyol
19855.5%Hepsiburada
6919.3%Web store
9025.2%
Trendyol's and Hepsiburada's requests are read from their claims APIs every fifteen minutes; the web store's come from its own return form. Requests on the other marketplaces are handled in their panels and are not counted here.
What comes back most
Requests by product over the period. Equipment comes back more often than its sales alone would suggest; coffee, once opened, mostly cannot.
Hand Grinder
36Cold Brew Bottles 250 ml · 6-pack
35V60 Starter Set
32House Blend 1 kg
31House Blend 250 g
22Ethiopia Yirgacheffe 250 g
21Espresso Blend 1 kg
20Cold Brew Carafe
17
The policy it cites
The knowledge base entries the verdicts rest on. Change one and every draft after it changes; the decisions already approved stay as they were.
Can I send it back?
Anything unopened can come back inside fifteen days of delivery. On a marketplace it goes through the marketplace's own return flow and is free for the buyer; the refund follows once it reaches us.
kb/returns/unopened-inside-15-days.md · v3 · Desk lead · checked 11 Jun
I opened it and I don't like it
Coffee that has been opened cannot come back: it is food and cannot be sold again. Taste is not a fault. A bag that is stale or off before its date is, and goes to the roastery.
kb/returns/opened-coffee.md · v2 · Desk lead · checked 20 May
I picked the wrong grind
Coffee ground to order is ground for one order and cannot go back on the shelf, so a grind chosen at checkout cannot be returned or exchanged. If the grind we sent differs from the one ordered, that is our mistake and we replace it.
kb/returns/ground-to-order.md · v2 · Desk lead · checked 19 Aug
Do I have to send the broken one back?
Damaged on arrival and worth under ₺500: we replace it and there is nothing to send back. Above that, the item comes back through the channel's return flow first.
kb/returns/damaged-under-500.md · v2 · Finance · checked 6 Sep
Something was missing from the box
A missing item is sent the day the request is approved. The pack scan is checked first; where it shows the item did leave us, the request goes to the desk lead with the scan rather than back to the buyer as a refusal.
kb/returns/missing-item.md · v3 · Warehouse · checked 8 Sep
Can equipment come back?
Equipment can come back unused and in its box inside fifteen days of delivery. Once it has been used it is covered by its warranty rather than by a return.
kb/returns/equipment.md · v1 · Desk lead · checked 2 Apr
When do I get my money back?
On a marketplace, the marketplace releases the refund once the return is approved. On the web store, approved refunds go on Thursday's finance list and are paid on the Friday; the bank takes two to seven working days from there.
kb/returns/when-the-money-moves.md · v4 · Finance · checked 13 Sep
The glass server is cracked
Glass that arrives broken is a transit fault and is replaced. Glass that breaks in use is not covered; the server is sold on its own as a spare.
kb/warranty/glass.md · v2 · Purchasing · checked 10 Sep