Returns and Refunds

Last updated: 10/02/2026

This English translation is provided for convenience. If there is any inconsistency, the Traditional Chinese version prevails.

KOCA is a third-party transaction platform that provides listing, order creation, and payment and logistics integration services. The actual refund amount is calculated according to the order status, whether the order was picked up, the fees actually incurred, and the rules of each payment and logistics provider, and is not necessarily equal to the original order payment amount.

1. Return and Refund Process After the Buyer Has Picked Up the Order

To protect the rights of both parties, the KOCA platform has established this policy in accordance with the Consumer Protection Act and related regulations. Please read it carefully before trading to make sure you understand the return and refund process and where responsibility lies.

Under Article 19 of the Consumer Protection Act, the "seven-day appreciation period" mainly applies to transactions between commercial businesses and consumers.

In reviewing return and refund requests, KOCA makes a determination based on the seller's transaction volume and the nature of their conduct. If a seller has completed a certain number of orders (for example, 50 or more), they may be deemed to be engaged in regular sales, and the platform will handle the case as a commercial activity to protect the buyer's rights.

KOCA decides whether to intervene in a transaction dispute solely on the basis of materials provided by members that meet the evidentiary standards announced by the platform. If the materials provided by the buyer are not enough to prove that the item was missing parts, defective, or inconsistent with the listing at the time of delivery, the platform may not intervene and will not force the seller to accept a return or issue a refund.

For sellers with few completed transactions or who are individuals, the platform reviews return and refund requests case by case, to maintain fairness in transactions and balance the reasonable interests of both parties.

Conditions for Platform Intervention in Return Disputes

If the parties cannot reach an agreement and the buyer or seller wants the platform to intervene in a return or refund dispute, one of the following must apply:

The item has obvious damage (beyond the range of factory damage defined by the platform)
The wrong item was shipped (inconsistent with the order)
The item is clearly inconsistent with the photos or description provided on the listing
The item has missing parts or missing contents
The item is determined to be non-genuine or there are major concerns about its source

Note: For orders created on or after 2026/8/19 00:00, whether or not the seller marks "default factory damage" when listing an item, it is always treated as within the range of factory damage defined by the platform. If the item is actually in perfect, undamaged condition, or has major damage, or any damage beyond the above definition, the seller must clearly state it on the listing page.

The above situations require supporting evidence (such as a complete unboxing video and photos) before the platform can make a determination and intervene.

If, after review, it is confirmed that the item itself has no damage, was not shipped incorrectly, matches the description, and has no other abnormality, it does not meet the return conditions. The platform will not intervene in the return or refund, and may unfreeze the order and resume the payout to the seller. If the item is confirmed to be a fake card, the platform will ask the buyer to destroy it to prevent counterfeit goods from being circulated and sold again, and the buyer does not need to send the item back to the seller.

Handling of Logistics Damage (Transit Damage)

Logistics damage (transit damage) refers only to cases where the platform determines, based on evidence submitted by the seller and buyer for that order (including but not limited to the item's condition before shipping, packaging and proof of shipment, and complete unboxing evidence), that the item was physically damaged during this logistics delivery; it does not apply to mere delivery delays or lost packages.

Where the platform determines that logistics damage (transit damage) occurred, the seller must first refund or compensate the buyer in the amount and manner specified by the platform's decision, made under the existing return and refund procedures and based on the actual damage and evidence; whether the damaged item is returned is also determined by the platform. The seller may not refuse or delay on the grounds of waiting for the logistics claim result.

The platform will help file an appeal or claim with the logistics company. If the logistics company later approves and pays a claim for the same logistics damage (transit damage), the platform will return that payment to the seller after actually receiving it. If the logistics company declines the claim or pays less than the loss, the seller's obligation to refund or compensate the buyer first is not affected, and the seller bears the unpaid difference. The platform is not a freight contractor or party obligated to deliver, and does not bear the operational risk or final liability of third-party logistics companies.

(1) Application Deadline and Start Date

Under Article 19 of the Consumer Protection Act, consumers may freeze the order within seven days (including holidays) starting the day after receipt, and apply for a return or refund as needed.

Note: Applications after the deadline (more than seven days) will not be accepted by the platform for return or refund.

(2) Freezing the Order and Processing Time Limits

When a buyer raises a dispute on an order and taps "Issue with this order", the platform freezes the order, suspends the payout to the seller, and starts the follow-up process.

Buyer's process
After freezing the order, the buyer can choose one of the following on the order page:

Request a return: After tapping "Request a return", the buyer must enter the reason for the return, choose who bears the "pickup shipping fee" and the "return shipping fee", and then submit the request.
(The buyer must complete identity verification before they can press the return button. If identity verification is not convenient, please settle it with the seller privately before unfreezing the order.)
After submission: The system notifies the seller to confirm, and the seller can choose to "Agree" or "Decline" the return request.
If the seller agrees to the return: The system provides a return number to the buyer, who must send the package back within the deadline. After the seller confirms receipt and that the item is correct, the system automatically completes the refund process.

Refund only / partial refund: After the buyer taps "Refund only / partial refund", they are directed to the customer support process, where the platform helps both parties determine the refund and handle the payment.

Buyer response deadline

After freezing the order, the buyer must state a clear course of action (request a return or a refund) through the system within 7 days. If no request is made or no response is given within that period, the platform will unfreeze the order and resume the payout to the seller.

Refund conditions and payment rules

The buyer must complete identity verification before using the platform's standard return process
Those who have not completed identity verification cannot receive an official refund

Release by Agreement of Both Parties

If the buyer and seller have reached an agreement on their own (such as a private return and refund, or agreeing to no return), the buyer can choose "Unfreeze order", and the platform will treat it as handled by both parties and pay out through the normal process.

(3) Return Application and Acceptance

After a buyer submits a return request, the platform handles it as follows:

Seller agrees to the return

After the seller agrees, the system provides a return number, and the buyer must send out the item within the deadline. After the seller confirms receipt and that the item is correct, the system automatically completes the refund.

Seller does not agree to the return

Both parties must provide a reasonable explanation and supporting evidence (such as shipping photos and packing videos) within the deadline, and the platform will determine responsibility based on the information from both parties.

If the buyer claims that the item has missing parts, missing contents, or is inconsistent with the listing, and submits an unboxing video as evidence, the video must meet the following conditions to serve as the basis for the platform's decision on whether to intervene:

・Filming must start with the outer packaging intact and unopened
・Filming must be continuous from start to finish, with no interruption, editing, or re-shooting
・The item and all contents must be clearly visible throughout the unboxing and must not leave the frame
・The video must clearly show the actual condition of the item at the time of unboxing

If the above conditions are not met, the platform cannot determine from it that a dispute existed at the time of delivery, and may not intervene in the return or refund. If you do not have a complete unboxing video, please provide other favorable evidence that can prove the condition when received.

If the seller does not reply or provide an explanation within 7 days:
The platform will treat it as the seller agreeing to the return and refund, and will help the buyer with the return and refund according to the process.

(4) Deadline for the Buyer to Ship the Return

After receiving the return shipping number, the buyer must go to a 7-ELEVEN kiosk within 3 days and ship it using the provided number. If it is not shipped by the deadline, the platform will treat it as the buyer giving up the return request, and will automatically pay the funds to the seller after the deadline.

How to send back the return:

Use ibon: Go to a 7-ELEVEN store and tap "Enter code" at the top left of the screen
Enter/scan: Enter the shipping number provided by customer support
Print the slip: After confirming the details, print the shipping slip.

Seller confirms the return
After receiving the returned item, the seller must confirm within 2 days whether the item's condition matches what was originally shipped. If not confirmed by the deadline, the platform will treat the return as complete and pay the refund to the buyer the next day.
Return shipping fee responsibility
Return shipping is in principle borne by the party who caused the return. The platform makes this determination based on the return request, the evidence provided by both parties, and the transaction records.
If the parties cannot agree on their own, the party who bears the shipping fee is in principle as follows:
- Seller bears it: If the return is the seller's responsibility (such as item defects, wrong item shipped, or obvious mismatch between description and the actual item)
- Buyer bears it: If the return is due to the buyer's personal reasons (such as not liking it, wrong size, duplicate order, or a sudden change of mind).
If the parties dispute who is responsible, the platform will make an overall determination based on the evidence and past transaction records, and reserves the right of final decision
For the shipping fee portion refunded when the buyer picked up the order: if the buyer paid for return shipping, it is not refunded to the seller. If the seller paid for return shipping, it is refunded to the buyer at the same time. If no agreement is reached and nothing was specified, the platform will make an overall determination based on the evidence and past transaction records, and reserves the right of final decision.
Shipping fee + return handling fee is a flat $60. (regardless of buyer or seller)

(5) How the Return and Refund Fees Are Calculated

If a transaction is not completed because of a return and refund, the platform does not charge the 2% service fee.
The refund amount differs depending on the order's payment method and who bears the pickup and return shipping. See the following for the calculation:

Cash on delivery refunds

Seller bears pickup and return shipping:
- Refund the buyer receives = order amount
- Seller's proceeds = order amount – buyer's refund – buyer's pickup shipping fee 38 – return shipping fee 60
Buyer bears pickup and return shipping:
- Refund the buyer receives = order amount – buyer's pickup shipping fee 38 – return shipping fee 60

Credit card refunds

Seller bears pickup and return shipping:
- Refund the buyer receives = actual credit card amount charged
- Seller's proceeds = order amount – buyer's refund – buyer's pickup shipping fee 60 – return shipping fee 60 – (actual credit card amount charged x payment processing fee 2.8%)
Buyer bears pickup and return shipping:
- Refund the buyer receives = actual credit card amount charged – buyer's pickup shipping fee 60 – return shipping fee 60 – (pickup and return shipping 120 x payment processing fee 2.8%)

Bank transfer refunds

Seller bears pickup and return shipping:
- Refund the buyer receives = actual transfer amount
- Seller's proceeds = order amount – buyer's refund – buyer's pickup shipping fee 60 – return shipping fee 60 – (actual transfer amount x payment processing fee 1%) – refund handling fee 10
Buyer bears pickup and return shipping:
- Refund the buyer receives = actual transfer amount – buyer's pickup shipping fee 60 – return shipping fee 60 -(actual transfer amount x payment processing fee 1%) – refund handling fee 10

2. Return and Refund Process When the Buyer Did Not Pick Up the Order

This section applies when the buyer does not pick up the order on time and the order enters the cancellation or return process. Because the item was never actually delivered, the refund is calculated differently from "returns after pickup".

Cash on delivery orders are not subject to the refund process for unclaimed orders.

(1) Basic Handling Principles for Unclaimed Orders

If the buyer does not pick up within the logistics deadline, the order enters the return process according to the system
The item is returned by the logistics provider to the original sender
Logistics and payment fees that have actually been incurred will be deducted as required before refunding
Cash on delivery orders do not generate a payment transaction, so they do not enter the refund process
KOCA calculates the platform service fee only on the transaction amount actually completed; in principle, no platform service fee is charged on transactions that did not complete

(2) How the Refund Amount Is Calculated

The refund for an unclaimed order is calculated from the following items and then returned:

Actual credit card amount charged – shipping fee – transaction processing fee on shipping = refund the buyer receives
Actual transfer amount – shipping fee – transfer payment processing fee – fixed transfer refund fee NT$10 = refund the buyer receives
The payment processing rate for bank transfers is 1% (capped at $15 per transaction)

Logistics fees actually incurred

Including the shipping fee and necessary logistics handling fees

Third-party payment processing fees

Charged according to the rules of the payment provider actually used
Some payment fees cannot be refunded once incurred

Platform service fee

Calculated only on the transaction amount actually completed
In principle, no platform service fee is charged on orders that were not delivered

Example 1, credit card refund:

Suppose the order's item amount is NT$200, shipping is NT$65, and the buyer's total credit card payment is NT$265.

If the order is not picked up on time, the NT$65 shipping fee the buyer paid is charged, plus the third-party payment processing fee on the shipping charged to the card (3%), which is 65*0.03 = 1.95, rounded up to NT$2.

The buyer ultimately receives a refund of NT$265 – NT$65 – NT$2 = NT$198.

Example 2, bank transfer refund:

Suppose the order's item amount is NT$200, shipping is NT$60, and the buyer's total transfer payment is NT$260.

If the order is not picked up on time, the NT$60 shipping fee the buyer paid is charged, along with the third-party payment processing fee on the transfer (1%) and the fixed refund fee of NT$10, which is (260*0.0 1)+10= 13, with the payment processing fee rounded up to NT$3.

The buyer ultimately receives a refund of NT$260 – NT$60 – NT$3 – NT$10 = NT$187.

Because payment and logistics providers have different rules, the actual refund amount may differ; please refer to the result shown in the system.

3. Seller's Return Responsibility

If, after shipping, the seller asks for the item to be returned for a reason other than the buyer failing to pick it up on time, the return shipping fee is borne by the seller; see the KOCA Terms of Service for details.
KOCA only provides transaction matching, payment, and logistics integration services, and does not intervene in agreements on sharing return shipping fees
Before shipping an item, the seller should confirm that the buyer's information and the order details are correct, to reduce the risk of returns and disputes

4. Important Reminders

PAYUNi payment and logistics services (such as 7-ELEVEN MyShip and third-party logistics) each have different fee and refund rules
Payment and logistics fees already incurred may not be fully refundable
KOCA reserves the right to adjust how refund amounts are calculated based on actual transaction conditions and service rules

📌 For detailed platform service fee and payment processing fee information, see:
Platform Service Fee and Payment Processing Fee Explained

5. Authentication Responsibility and the Platform's Role

The platform does not provide authentication services for whether an item is genuine, and is not responsible for issuing authentication results.

If a dispute arises over whether an item is genuine, the buyer and seller must find a credible third-party authentication organization on their own and provide the complete authentication result as evidence. The platform will make its determination based on the materials provided by both parties and decide whether to intervene and how to proceed.

Only when platform staff have actually held the same genuine item may they help with a basic comparison, and the comparison result is for reference only and does not constitute formal authentication or a guarantee.

Does an official refund always require identity verification?

To comply with applicable regulations and keep refunds secure, returns and refunds for cash on delivery orders must be refunded to your own bank account, so please complete identity verification before the payout can be made. If you do not yet have an account in your own name, the payout will be held until identity verification is completed.

How can a buyer return an item?

The seller can choose to give the buyer an official shipping number for the return (KOCA helps with return shipping at a flat $60), or both parties can agree and choose to handle return logistics themselves.

What if the seller declines the return and refund request?

Please contact KOCA official customer support and provide us with the order information, and we will help assess the situation and handle the follow-up dispute.

What do I do after reaching a private agreement with the buyer or seller?

You can ask the buyer to unfreeze the order, and 24 hours after it is unfrozen, the payout will go to the seller's wallet!

Is an unboxing video the only form of proof required by law?

No. An unboxing video is not the only form of proof required by law, but in deciding whether the platform intervenes in a transaction dispute, KOCA makes its determination based on the evidentiary standards announced in advance.

Other materials, such as item details, photos of missing parts, and what is stated on the listing page, serve only as supporting references. If they cannot prove that a dispute existed at the time of delivery, the platform may still decline to intervene.