Allegro commission refund: how to apply, automatic refunds and appeals

We manage Allegro seller accounts, and keeping on top of billing with the platform is part of that work, because unrecovered commission is money a business loses quietly, usually on returns and cancelled orders, and it eats into the profitability of its sales. In this guide we bring together the rules from Allegro’s help pages as they stand on 3 November 2026: when you are entitled to a commission refund, how to apply, when the automatic refund kicks in, why Allegro turns applications down and how to write an appeal. Some of these rules work differently today from the way many guides describe them, so wherever it matters we say plainly how things stand now.

What a commission refund (transaction rebate) is and when you qualify

Allegro charges its sales commission straight after the purchase, or, in the case of an auction, 7 days after it ends, in other words before anyone knows whether the buyer will pay, collect the parcel and keep the goods. If the agreement with the buyer was not performed or the buyer withdrew from it, and you were not to blame, you can recover that commission as a transaction rebate. Allegro decides on the basis of data from its own system: it checks the payment and delivery method, the payment status, whether the money went back to the buyer the same way they paid, whether the return was reported in “Purchase history” and for what reason, and for payment-on-delivery parcels also the shipment history, traced by the tracking number. Only when that data is missing does it email the buyer to ask why they pulled out of the purchase.

The refund covers the sales commission and nothing else. Allegro treats the listing fee and the fees for additional options, such as a Feature, as non-refundable in every situation, even when the transaction never went ahead, which is worth bearing in mind when you plan how to promote your listings. For a full overview of what you pay the platform for, see our guide to Allegro fees and commissions.

The table below sums up the most common situations in which you are entitled to a commission refund, together with whether Allegro will refund it on its own. We describe each of them in more detail later in this guide.

How to apply for an Allegro commission refund step by step

Before you apply, refund the buyer the same way they paid. If they paid through Allegro, the refund has to go through Allegro as well, which means using the refund form on Allegro (in the “Orders” tab, choose “Actions” and then “Make a refund”), via the API or automatically, and not as an ordinary bank transfer from your business account. Allegro calls this one of the key conditions for granting the rebate. If an application comes in before the refund is visible, Allegro puts it on hold for 24 hours: if you issue the refund within that time, it carries on reviewing the application, and if you do not, it rejects it.

The application itself takes five steps in Sales Center:

1. Go to the “Orders” tab and find the order by typing the buyer’s login or the listing number into the search box.
2. Next to the order, expand the “Actions” menu and select “Sales commission refund”.
3. Tick the products the buyer returned and correct the number of items if they only sent back some of them, for example 2 out of 3.
4. Click “Apply”.
5. Check your application in the “Submitted applications” tab, where Allegro shows all your applications from the last 120 days.

Only the seller can apply: the buyer cannot request a commission refund on the seller’s behalf. You do not attach any files or explanations either, since Allegro bases its decision on its own data. If the buyer has cancelled several purchases paid for with a single payment, you can apply for all of them with one click, and a filter in the “Orders” tab lets you display paid and unpaid orders separately. With a large number of orders you can also manage applications through the Allegro API (see the developer documentation), which comes in handy when you process orders in an external system.

When to apply and how the 45-day deadline works

You can apply for a commission refund within 45 days of the transaction being concluded. Allegro’s help pages do not describe any exceptions to this deadline or any way of recovering the commission once it has passed, so after 45 days all you can do is ask Allegro’s customer support, with no guarantee that they will agree. You can, however, apply straight after the purchase. If the buyer has not paid or has not completed the payment, Allegro waits 3 days from the purchase and, if the payment does not arrive, grants the rebate automatically without asking the buyer. At the same time, the Allegro Terms & Conditions give the buyer 7 days to pay unless you have agreed otherwise, and Allegro says that without such an arrangement the seller should wait out those 7 days before applying. If you are applying because you cannot reach the buyer, Allegro asks you to try every available way of contacting them first, as not everyone checks their email every day.

What happens after you apply

If the buyer reported the return in “Purchase history” and the payment was refunded with the refund form on Allegro or via the API, the data is complete and Allegro reviews the application straight away, without emailing the buyer. In other situations, when the system data is not enough, it sends the buyer an email asking why they pulled out, and the outcome depends on their reply. If the buyer writes that the transaction was completed or that you were to blame for it falling through, you will not get the rebate. Silence from the buyer does not count in your favour either: Allegro reserves the right to reject the application in that case, which leaves you with an appeal. That is why, when a buyer cancels by phone or email, it is worth asking them to report the return through “Purchase history” and keeping their written message about withdrawing from the agreement in case you need to appeal.

Automatic commission refund: when Allegro refunds the commission without an application

In some situations you do not have to fill in any application at all. What sellers call an automatic Allegro commission refund appears in the help pages as an automatic transaction rebate: once the conditions for a given situation are met, Allegro grants it on its own and sends a notification to the email address on your account. You can also see this rebate in “Submitted applications”, and if you try to apply for a transaction you have already received it for, a pop-up will tell you so.

Order cancellations and duplicate purchases

The commission comes back on its own when the buyer cancels an unpaid “buy now” purchase, whether they chose payment in advance and never paid, or chose payment on delivery or personal pick-up. The same applies to an unpaid auction if the buyer did not choose payment on delivery, with one difference: in an auction the commission is only charged 7 days after it ends, so the rebate arrives roughly 7 days after the cancellation. The automatic rebate also works when the customer does not pay within the set deadline and Allegro cancels the purchase itself, and when the buyer cancels a purchase they have already paid for and you refund the payment from your funds in “Funds and Operations History”, either manually or through automatic refunds. The exception is an auction that the buyer has left unpaid for 30 days without choosing payment on delivery: here you apply first, and Allegro cancels the purchase only after granting the rebate.

Duplicate purchases are a separate case. If the buyer did not pay for an order but placed another one from the same listing within 24 hours, and either paid for the second purchase or chose payment on delivery, Allegro will refund the commission for the first, unpaid purchase without an application.

Returned goods and uncollected parcels

With returned goods, the automatic rebate kicks in when you refund the payment through Allegro and the buyer reports the return in “Purchase history” with the reason “I do not like it”, “Purchase by mistake” or “Withdrawing from the agreement without stating the reason”. Allegro’s help pages also list the situation in which you refund the payment through Allegro and the buyer has not reported a problem with purchase, as well as one in which, on top of that, the shipment status shows that the buyer did not collect the parcel. When only part of an order comes back, the rebate covers only the returned items, so if a customer bought 3 and sent back 1, you get the commission refunded for that one item.

Some guides claim that the automatic rebate for returns requires a sales quality rating of at least “Neutral” in “My Sales Quality” and no Discussions. Allegro’s Polish help pages on the automatic rebate do not currently list this condition, but the English version of the page on refusals still links return reasons attributable to the seller with sales quality below “Neutral”, and Allegro also says that the number of tracking numbers added on time affects your sales quality and that the better your sales quality, the easier it is to get a rebate. The tracking number is in fact a condition in its own right: for a payment-on-delivery parcel that the buyer did not collect and for which they did not report a return in “Purchase history”, Allegro checks the shipment history using the number in the order, and without it the application will be rejected. For deliveries with your own transport, where there is no tracking number, Allegro instead asks the buyer whether the order was completed.

Why you did not get a commission refund

Allegro rejects an application above all when its data cannot confirm that the transaction fell through without any fault on your part. According to Allegro’s help pages, the most common reasons for refusal are:

• Refunding by a different method from the one used to pay. The buyer paid through Allegro, but you returned the money by bank transfer from your business account or did not return it at all.
• No tracking number in the order. This applies especially to payment-on-delivery parcels when the buyer did not report a return in “Purchase history”, because without the number Allegro cannot check the shipment history.
• A return reason that points to the seller. For example “The item is not new”, “Product originality raises doubts” or another defect or non-compliance of the goods with the agreement.
• The buyer’s reply to Allegro’s email. The buyer wrote that the transaction was completed or that it fell through either because you were at fault or for reasons beyond their control.
• No reply combined with a report from the buyer. The buyer did not return the goods through “Purchase history”, did not answer Allegro’s email and reported a problem with purchase for the order.
• No reply and no record of a refused delivery. The buyer did not return the goods through “Purchase history” and did not reply, and the shipment history does not show that they refused to accept the parcel.

Since 28 October 2026, reports of a problem with purchase go to “Messages” in Sales Center and to the Message Center rather than to Discussions, although some help pages on rebates still use the old name. We explain what this change means for sellers in our guide to Allegro Discussions and the Message Center. For two return reasons, “The goods do not match the ones the buyer ordered” and “Goods not delivered on time”, Allegro’s help pages currently contradict each other, because each of them appears on one page among the situations that qualify for a rebate and on another among the refusals. If you come across a return like this, check the decision in “Submitted applications” and, if the application has been refused, file an appeal.

A separate situation is when the commission is charged again. If the buyer pays for the order after all once the rebate has been granted, or it turns out that the transaction breached the Allegro Terms & Conditions, Allegro will charge the commission again. If the customer then pulls out once more, you cannot submit a second application for the same transaction: you refund the payment first and then contact Allegro using the contact button below the help article.

How to appeal against a transaction rebate decision

You appeal against a refusal using a dedicated form, “Odwołanie od decyzji o rabacie transakcyjnym” (“Appeal against the transaction rebate decision”), which you will find in “Moje Allegro” (“My Allegro”) under “Moje konto” (“My account”) and then “Rachunki” (“Bills”). Before you fill it in, make sure the buyer has been refunded through Allegro if that is how they paid, because Allegro requires this for appeals as well.

The form is for appeals only, so you cannot submit a new application through it, and each appeal concerns one specific transaction chosen from a list. Allegro will not consider transactions typed into the comment field, so if you have several refusals, you fill in the form separately for each one. The list shows applications from the last 120 days. Allegro assesses an appeal on the basis of its system data, and if it needs further explanations or attachments, it will ask for them either straight away in the form or later by email. If the form contains no such request, the decision will be based on the data Allegro already has.

The strongest argument in an appeal is the buyer’s written statement that they have withdrawn from the agreement, especially if they cancelled by phone or email rather than through “Purchase history”. If they did withdraw from the agreement in “Purchase history”, you do not have to send the statement, although Allegro still recommends having one. The help pages do not say how long an appeal takes to review, so make a note of which transactions you have filed appeals for and check after a few days whether the rebate has been granted.

The most common mistakes sellers make with commission refunds

The mistakes that cost sellers their commission almost always come down to doing things in the wrong sequence or to data missing from the order, rather than to Allegro’s rules themselves. We see them most often in businesses where customer service, the warehouse and the accounts team all deal with returns at the same time, and nobody owns the process as a whole.

Refunding outside Allegro. The buyer paid through Allegro, but the warehouse or the accounts team sends the money back by bank transfer. For the buyer the result is the same, but Allegro cannot see the refund in its system and will not grant the rebate, so for payments made through Allegro we always issue refunds with the refund form on Allegro or automatically.

No tracking number. The order has been shipped, but its tracking number never made it into Sales Center. For a payment-on-delivery parcel that the buyer did not collect, this is the most common reason for refusal, and on top of that it drags down your sales quality.

Cancellation without the form. The buyer calls or writes to say they are cancelling, and that is where it ends. Without a return reported in “Purchase history”, Allegro has to email the buyer, and if they do not reply, the application may be rejected, which is why it pays to ask them straight away to report the return through “Purchase history”.

Applying for the whole order after a partial return. The rebate only covers the items that came back, so select exactly those products and their quantity in the application.

Applied and forgotten. Sellers who never look at “Submitted applications” often do not realise that some of their applications have been rejected, and they can only appeal against those the form still shows, that is, those from the last 120 days. Add to that a missed 45-day deadline for the application itself, which Allegro’s help pages make no provision for extending.

How to keep track of commission refunds in your business

On the accounts we manage, what works best is a simple, fixed routine in which someone keeps a regular eye on refunds and applications. Once a week, one person, for example from the e-commerce or customer service team, goes through the unpaid and cancelled orders from the past few days in the “Orders” tab, checks whether the refunds went through Allegro and whether the orders have tracking numbers, and then looks at “Submitted applications” and immediately appeals against any refusals that look unjustified. It also helps to switch on automatic refunds for paid and cancelled orders, because then the refund that the automatic rebate depends on does not have to wait for a member of staff. With a large number of orders, applications can be handled through the Allegro API, that is, from within the system the business uses to run its sales.

Commission refunds are only one part of keeping your selling costs under control. If you would like to check your whole account, including billing, sales quality and listings, see how we carry out an audit of your Allegro account.

Frequently asked questions

How long do I have to apply for a commission refund on Allegro?

You have 45 days from the date the transaction is concluded. You can apply straight after the purchase, but for an unpaid order Allegro recommends waiting the 7 days that the Allegro Terms & Conditions give the buyer to pay, unless you have agreed otherwise.

Where do I apply for a commission refund?

In Sales Center, in the “Orders” tab: next to the order, choose “Actions”, then “Sales commission refund”, tick the returned products and click “Apply”. Only the seller can apply; the buyer cannot do it on the seller’s behalf.

Will I get a commission refund automatically?

In some situations, yes: for example, when the buyer cancels an unpaid purchase, when the buyer makes a duplicate purchase within 24 hours, or when the buyer sends the goods back through “Purchase history” with the reason “I do not like it”, “Purchase by mistake” or “Withdrawing from the agreement without stating the reason” and you refund the payment through Allegro. Allegro lets you know about such a rebate by email.

Why didn’t I get a commission refund on Allegro?

Most often because the refund was made outside Allegro, a tracking number was missing from a payment-on-delivery order, the return reason pointed to the seller, or the buyer confirmed in their reply to Allegro’s email that the transaction had been completed. A refusal can also follow when there is no reply from a buyer who had previously reported a problem with purchase.

How do I appeal against a commission refund refusal?

First refund the buyer through Allegro if that is how they paid. Then open the appeal form, “Odwołanie od decyzji o rabacie transakcyjnym” (“Appeal against the transaction rebate decision”), which you will find in “Moje Allegro” (“My Allegro”) under “Moje konto” (“My account”) and then “Rachunki” (“Bills”), and choose the transaction from the list. Each appeal covers one transaction, and the form shows applications from the last 120 days.

What should I do if the buyer mistakenly confirmed by email that the transaction went ahead?

Allegro will reject the application in that case, because it relies on the buyer’s reply. Ask the buyer for written confirmation that they cancelled the purchase, make sure the refund went through Allegro and file an appeal through the appeal form, sending the confirmation if Allegro asks for it.

Can I recover the commission after 45 days?

Allegro’s help pages do not describe any such option. You can ask Allegro’s customer support, but there is no guarantee that they will agree to a refund.

Summary

In most cases, getting your commission refunded on Allegro does not take a fight, just good housekeeping: refunding the payment the same way the buyer paid, adding a tracking number to every order, asking buyers to return items through “Purchase history” and checking “Submitted applications” regularly. Do that and Allegro will grant a large share of the rebates on its own, while for the rest you will have time to apply within 45 days and to appeal against a refusal before the application disappears from the form.

Do you get the feeling that your selling costs on Allegro are growing faster than your turnover, and that nobody in the business is keeping an eye on the billing? Book a free consultation with our team. We will check where your account is losing money, including on unrecovered commission, and tell you what to sort out first.