Review the request
In the Seller Portal, go to Orders → Action Required and select the order.
Check the buyer's reason and photos.
Choose Reject refund, or continue with the refund.
Set up the refund
What to refund: the item, the shipping cost, or both.
Return: choose whether the buyer needs to send the item back.
Amount: a full refund or a custom amount.
Click Send refund, then confirm.
If you asked for a return, the refund is only issued once you confirm you've received the item. See How to Confirm a Return.
Always refund through Tilt, never outside the app. For break spots, this makes sure the spot is released properly.