This article answers frequently asked questions on returns.
What happens once a return has been triggered by a customer?
When a customer decides to return an item, they will receive an automated email from the marketplace with a return label and instructions on how to return the items, similar to below.
The seller of the item will then see an item awaiting return in their account under the Orders section as well as an email notification.
Once selected, they can then see all the items that have been sent back to them for return. Each of these items will have a status of SENT (Awaiting Return). A seller will then need to inspect the item when they receive it to ensure it meets their return policy.
If they accept the return and wish to request a refund, the seller then needs to select Process return.
The seller will need to confirm the item meets the return policy and add any adjustment notes for the marketplace to then process the refund amount. For example, if there was a shipping cost as part of the purchase then they may choose not to refund that part of the cost.
Completing this process will then move the item to return status Returned.
If a seller wishes to reject the return, they will need to get in touch with the marketplace, who can then action a return decline.
What happens once a return has been triggered by a seller?
Sellers may cancel an order before it's fulfilled. When actioned, the order is placed in the Returned status.
This will trigger an email to the marketplace operators who will then need to approve the return.
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