Sometimes purchases don’t go as expected. When you opt in to Refund Support for eligible purchases, we can help. Let us know within 30 days after your payment and we’ll work directly with the seller to get your money back for eligible items.
Examples of items that may be covered: You bought dress shoes, but ended up getting sneakers; you bought an authentic handbag, but got a knock-off; you paid for a massage, but the masseuse didn’t show up.
You’re covered if:
- Your order was a lot different than it was described
- You never received the item or service
- You received the wrong item
- The item got banged up during shipping
- The item was missing parts and won’t work
- The service wasn’t as described
Venmo Purchase Program
Important: Only qualifying Venmo transactions, as explained below, will be eligible for Refund Support. The Venmo Purchase Program won’t apply to a payment you make (or a charge you accept) on Venmo if you have not opted into the program.
When you send money to another Venmo user for a purchase of an eligible item and opt into the Venmo Purchase Program by paying the non-refundable service fee, Venmo may be able to step in and help you resolve disputes with the other user and/or obtain a refund of the purchase price if you didn’t get what you were expecting. We may need you to provide texts between you and the other Venmo user, receipts, or other relevant documents we ask for.
Only Venmo can determine if you are entitled to a refund of the purchase price. Our decision is considered final, but you can appeal this decision if you have new or compelling information that wasn’t available during our decision-making process or if you believe we made an error during the process. The service fee is non-refundable.
You might have to return the goods to the Venmo user or another party we specify as part of any dispute resolution. The Venmo Purchase Program doesn’t reimburse return shipping costs that you may have to pay.
The Venmo Purchase Program may apply when you run into these two equally annoying issues in connection with the purchase of an eligible item:
- You didn’t receive your item (referred to as “Item Not Received”), or
- You received an item, but it isn’t what you ordered (referred to as “Significantly Not as Described”).
The Venmo Purchase Program doesn’t apply to unauthorized transactions. If you believe your Venmo account was used to conduct an unauthorized transaction please see Protection from Unauthorized Transactions.
Item Not Received
The following situations do not qualify as Item Not Received:
- You get the item in person, or arrange for it to be picked up on your behalf, including if you use your Venmo account in a physical store, or -
- The other Venmo user has provided proof of shipment or proof of delivery.
If the other Venmo user shows us proof they delivered the goods to your address or email address, Venmo may not refund the purchase price even if you claim you never got the goods.
Significantly Not as Described
An item may be considered Significantly Not as Described if:
- The item is considerably different from the other Venmo user’s description of it
- You received a completely different item
- The true condition of the item was misrepresented. For example, the item was described as “new”, but the item was used
- The item was advertised as authentic but is a knock-off (i.e. counterfeit)
- The item is missing necessary parts or features and this was not mentioned in the description of the item when you bought it
- You purchased a certain number of items but didn’t receive them all
- The item was damaged during shipment
- The item is unusable when you receive it and was not disclosed as such
An item may not be considered Significantly Not as Described if:
- The defect in the item was correctly described by the other Venmo user
- The item fits its description but you didn't want it after you received it
- The item fits its description but didn’t meet your expectations
- The item has minor scratches and was described as “used"
General eligibility for the Venmo Purchase Program
In order to be eligible for Refund Support you must meet all of the following requirements:
- You have a Venmo account in good standing
- You send a payment for the eligible item using your Venmo account to another Venmo user and opt into the Venmo Purchase Program by paying an administrative fee
- You already tried to resolve the issue directly with the other Venmo user
- You open a dispute with us within 30 days of the date you sent the payment, then follow our dispute resolution process summarized below
- You respond when we ask for certain documents and other information within the time requested
- You have not received reimbursement from another source, including filing a chargeback or return with your bank or credit card company
Ineligible items and transactions under the Venmo Purchase Program
Even if you opted into Refund Support, we cannot refund the purchase price for any of the following:
- Real estate, including residential property
- Financial products or investments of any kind
- When you buy or invest in a business
- Vehicles, including, but not limited to, motor vehicles, motorcycles, recreational vehicles, aircraft and boats
- Donations, including payments on crowdfunding platforms
- Industrial machinery used in manufacturing
- Anything purchased from, or any amount paid to, a government agency
- Items with stored value, such as gift cards or prepaid cards
- Gambling, gaming, or any other activity with an entry fee and a prize
- Payments sent to any bill payment service
- Significantly Not As Described disputes for fully or partly custom-made items
- Items you pick up or arrange to be picked up for you, including items bought in a store location
- Items prohibited by the Venmo User Agreement and/or the Acceptable Use Policy
Only purchases that you made while opted-in to Refund Support are eligible.
Venmo’s dispute resolution process
If you’re unable to work out the payment issue directly with the other Venmo user, follow the steps below. If you don’t follow these steps, you will not be eligible for support:
Step 1: Open a dispute within 30 days of the date you made the payment by contacting us. We’ll need to know the date and amount of the payment, the other Venmo user’s name, along with an explanation of the issue at hand.
Step 2: Respond to our requests for documentation or other information. We may need you to provide texts between you and the other Venmo user, receipts, or other relevant documents we ask for. It’s critical that you respond to these requests in a timely manner and send us documents by specified deadlines.
Step 3: Fulfill our shipping requests in a timely manner. For a Significantly Not as Described dispute, we may need you to return the item to the other Venmo user, us, or a specified third party (at your expense) and provide proof of delivery.
Proof of delivery means:
- For transactions less than $750 U.S. dollars, an online confirmation is fine as long as it includes the delivery address showing at least city/state or zip code, delivery date, and the identity of the shipping company used, like their logo or name
- For transactions that total $750 U.S. dollars or more, a signature confirmation of delivery must be provided
Step 4: We’ll make a decision (including automatically closing any dispute), in our sole discretion, based on all of the terms and rules covered above, any additional information provided during the dispute resolution process, or any other information we find relevant and appropriate. We’ll send you an email to notify you of our decision.
Dispute with us or your card issuer
If you used a debit card to pay for a transaction that qualifies for the Venmo Purchase Program and the transaction didn’t go according to plan, you may be able to dispute the transaction with your card issuer. Some card chargeback rights may be broader than the Venmo Purchase Program. For example, if you dispute a transaction with your debit card company, you may be able to recover the money you paid for unsatisfactory items even if they don’t qualify under a Significantly Not as Described claim with us.
You have an important choice to make: whether to pursue a dispute under the Venmo Purchase Program, or to pursue the dispute with your card issuer. You can’t do both at the same time or seek a double refund. If you pursue a dispute with us and your card issuer for the same transaction, we’ll close your dispute with us. This won’t affect the dispute process with your card issuer. If you pursue a dispute with your card issuer, you cannot pursue a dispute under the Venmo Purchase Program with us later.
Before you file a dispute with us or your card issuer, try working out the issue with the other Venmo user.