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Issuing Refunds

Sellers can issue refunds directly from their 3DIMLI dashboard. Refunds are processed through the same payment gateway used for the original transaction.

Automated Refund Eligibility​

3DIMLI uses a unified platform-wide refund policy. A buyer can request an automated refund only when both conditions are met:

  • The product has not been downloaded
  • The request is within 7 days of purchase

Before the first download, buyers see a confirmation dialog warning that the purchase becomes non-refundable once downloaded.

Seller-Initiated Refunds (Manual)​

If a buyer contacts you about an issue after downloading, you can manually issue a refund from the Orders tab in your seller dashboard: regardless of download status.

How to issue a refund:

  1. Go to Inventory → Orders in your seller dashboard.
  2. Find the order and click Refund on individual items, or Refund Order for multiple items.
  3. Choose a refund type:
    • Refund & Revoke Access: buyer receives refund and loses download access
    • Refund & Keep Access: buyer receives refund but retains download access
  4. Optionally add a refund reason (visible to the buyer).
  5. Confirm the refund.

Timing​

  • Process refunds promptly; we recommend responding within 48 hours to buyer inquiries.
  • If a buyer submits an automated refund request and you do not respond within 7 days, the refund is automatically approved.

Responsibilities​

  • Seller-managed: Sellers are directly responsible for payment-related issues and should work with their payment provider for transaction disputes.
  • Record-keeping: Keep records of communications and resolution.
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