When a return is delivered to you, you have 2 business days to confirm or dispute it. Weekends and public holidays are not counted.
To confirm a return
Go to Orders → Returns.
Click the Action needed! tab at the top of the page.
Click Make a decision on the relevant return.
Click I AGREE TO ISSUE A REFUND.
In the "Approve item return" modal, review the Write the part off option and click I AGREE TO ISSUE A REFUND to complete.
To dispute a return
Go to Orders → Returns.
Click the Action needed! tab at the top of the page.
Click Make a decision on the relevant return.
Click I DO NOT AGREE TO ISSUE REFUND.
Select the issue type and describe the problem in the text field.
Upload photos — include: how the item was packed, the part with label, any damage, and the serial or code number.
Click Save.
After disputing: move the item away from sellable stock and label it with the Order ID, Part ID, date, and reason for dispute. Do not resell or reuse the item. Respond to any support emails within the stated deadline — missing it may close the dispute in the buyer's favour.
What happens if no action is taken
If a return is not confirmed or disputed within 2 business days of delivery, Ovoko confirms it automatically — the refund is processed and the return shows as Ovoko (autoconfirmed) under Orders → Returns.
Important: if a return was shipped via Geodis, auto-confirmation does not apply. These returns will remain open until you act — confirm or dispute them through the standard process above.