If you look at an order that was shipped in your account history, you can click on the “detail” button of that order to report a number of issues with the order. One of these options is “My customer wants to return item(s)”. With this selection, you have the ability to prepare a proper shipping label for your customer to use to ensure that your item(s) are recognizeable by the warheouse and proprly re-inventoried. At this point you will have two options:
- I do not wish to pay for the return. Please provide the customer a generic Shipwire label.
- Submitting this option will prompt Shipwire to email you and your customer (select the box to email tracking to your customer) a proper shipping label to our warehouse. The customer should download this label and tape it on the return package and take it to the postal facility of their choice. A carrier with tracking is recommended. Your customer is responsible for the shipment so it is also recommended that they insure the package.
- Shipwire will notify you on your dashboard and on the shipping details of the original order when the item is received and whether it is re-inventoried or damaged and discarded.
- I wish to pay for the return. Please provide the customer a pre-paid shipping label. (estimate: $???)
- This option is available only in the US and occasionally Canada.
- If you are in the UK (and Canada possibly), you should have your customer still use the downloaded label and have them send you the cost of returning the product and organize a refund to them. This is 100% the responsibility of you the merchant
- If you are in the US (and parts of Canada), this option will email your customer a prepaid label with the estimated value of the return postage in parentheses. If this option is submitted, your account will be charged the return postage and your customer could schedule a pick up if possible, or take it to the nearest facility that matches the postage carrier.
- Insuring the package is recommended in any scenario.
Notifying Merchant of Return
If the return label is prepaid, tracking is immediately available and you can track the return back to the warehouse. When the label is not prepaid, please ensure that your customer provides tracking to you if you wish to track the return.
Once the return is processed at the warehouse, Shipwire will determine whether it is in good condition or damaged. You will receive a message regarding the order on your dashboard and by clicking on its details to learn more, you will see whether it was returned in good condition and back in inventory, or if it was damaged and no longer available for fulfilling orders.
note: This process is also duplicated for returns due to undeliverable addresses, customer unavailability to receive orders, customer rejection of orders, and any other related returns issues.
Damaged Returns
When the warehouse returns your item(s) as damaged, you have the option to file a claim for damaged goods if you have outbound insurance. The damaged goods are placed in a section with other damaged goods and eventually discarded. If you would like to have the damaged items shipped back to you, please immediately create a stand alone special project (this must link to a userguide page on “how to create a special project for ASN’s and stand alone”) and define:
- original order #
- damaged good(s)
- send to address
- recipient
- method of shipping to direct the warehouse.
Please recognize that the shipping fees will be charged to your Shipwire account and the item(s) counting against your monthly plan. Other Shipwire help content on returns and crafting a customer returns policy.