Peer-to-Peer Returns and Cashback
If your return status page shows Cashback Unavailable, this article explains what that means, why it happens, and what to do next. Cashback is a bonus offered on peer-to-peer returns, and it is separate from your refund.
What Is a Peer-to-Peer Return?
On a standard return, you ship your item back to the retailer's warehouse, it gets inspected and restocked, and eventually it goes back on sale. A peer-to-peer return skips those steps. Instead of shipping to a warehouse, you ship your item directly to the next shopper who buys it.
This removes an entire leg of shipping, gets the item to its next owner faster, and reduces packaging and emissions. Because peer-to-peer returns save the retailer time and money, you may be offered cashback as a thank-you for choosing that option.
How Cashback Works on a Peer-to-Peer Return
Cashback is an optional incentive attached to eligible peer-to-peer returns. If your item qualifies, the cashback amount is shown when you start your return, before you ship anything.
1You start your return and choose the peer-to-peer option, and the cashback amount is shown to you.
2You print your shipping label and send the item directly to the buyer.
3The buyer receives the item and confirms it arrived in the condition described.
4After that confirmation, you receive an email with your cashback.
Cashback eligibility is set per item, and not every return or every item qualifies. Whether cashback is offered, and how much, depends on the item and the retailer's settings.
Why Your Return Says "Cashback Unavailable"
Cashback can become unavailable at several points in the return process. The table below covers the most common reasons.
| Reason | What It Means |
| No buyer was found in time | Your item was offered to shoppers, but no one purchased it before the offer window closed. There is no buyer to ship to, so the item goes back to the warehouse instead. |
| You opted out of peer-to-peer | You chose to process this as a standard return. Cashback only applies to items shipped peer-to-peer. |
| The item or photos did not meet requirements | Peer-to-peer items go straight to another shopper without being inspected at a warehouse first, so condition standards are higher than on a standard return. |
| The return did not pass review | After reviewing the return, the retailer determined this item is not eligible for peer-to-peer or for cashback. |
| The buyer reported a problem with the item | The item arrived damaged, incomplete, or not in the condition described. Cashback is confirmed only after the buyer verifies the item. |
| The return was canceled or the label expired | The return is closed. If your label expired, do not use it — it has been voided. You may be able to start a new return if you are still within the retailer's return window. |
Do I Still Need to Ship My Item?
Yes. Losing cashback does not close your return, and your refund still depends on the item being received. Ship your item by the date shown on your return status page using the label provided.
Check your return status page to see where your item is going. There are two possibilities.
Your item is going back to the warehouse
Your item has been removed from peer-to-peer and is now a standard return. Use the shipping label provided on your return status page and send it back to the retailer. Your refund is processed once it is received and inspected.
Your item is still going to another shopper
Your item is still shipping peer-to-peer, even though cashback is no longer available on it. Another shopper has purchased this item and is waiting for it.
Why Do Some of My Items Show Cashback and Others Don't?
Cashback eligibility is evaluated per item, not per return. If your return includes several items, each one may follow a different path — one item might ship peer-to-peer with cashback and another might go back to the warehouse.
When items ship separately, your return status page shows each package individually so you can see the status, shipping label, and cashback eligibility for each one.
Frequently Asked Questions
Will I still get my refund?
Yes. Cashback and refunds are separate. Your refund follows the retailer's standard return policy and is not affected by cashback eligibility.
When will I receive my cashback?
After the buyer receives your item and confirms it arrived in the condition described, you receive an email with your cashback. Cashback is not sent at the time you ship.
Why was cashback offered and then removed?
Cashback is offered when you start your return, but eligibility is confirmed later in the process. If a buyer is never found, if the item is determined not to qualify, or if the buyer reports a problem after delivery, cashback can be removed after it was originally shown.
What if I already shipped my item?
Your return continues normally. The item will be delivered and your refund will be processed. If cashback was removed after you shipped, it will not be sent.
Can cashback be reinstated?
In most cases, no. If you believe cashback was removed in error, contact support using the information below.
My label expired. What do I do?
Do not use an expired label or QR code — it has been voided and packages sent with it cannot be tracked. If you are still within the retailer's return window, start a new return.
Questions About Cashback?
For questions or issues specifically about cashback, email support@cahoot.ai. Include your order number and return ID so we can look up your return.
For questions about your refund, return policy, or return window, contact the retailer you purchased from directly.