Customer Returns
This is an old page. Please go to returns for more information
You will most likely encounter one of these four scenarios regarding your customer returning their order. Here are some thoughts for crafting your online returns policy. For detailed instructions on handling an individual return through the Store-Sell-Ship™ Platform by Shipwire see returns.
Note the following procedures for your scenario:
1) Customer has original packaging/labels AND is paying: Have the customer ship the order back to us via Fedex, UPS or shipping of their choice. The warehouse will recognize the labeling and put it back to proper inventory. You should recommend they use a carrier that provides tracking.
2) Customer has original packaging/labels AND you are paying: go to “Ship from my desktop” and you can download the shipping label, email it to your customer, have them print it and tape it on the shipment through USPS and give it to their local mail carrier.
3) Customer does not have original packaging/labels AND is paying:
a. Have your customer package up the product appropriately.
b. Address the package to the same address as your ASN was addressed to. If you use multiple warehouses make sure you tell your merchant the correct address and warehouse.
c. In the address you can have your customer use your company name as the To name.
d. Put on the first address line “Return Order ID (Shipwire order # here!)”. For this you need to get the Shipwire Order ID. You can get this by looking up the customer’s name in the transaction# using the History (My Accounts to History on the left navigation bar of your account home page) page and view the order details.
e. Encourage your customer to insure the return in case it is misplaced.
f. When it is sent get tracking from your customer – you’ll need that in case you need to follow up with support to find it.
4) Customer does not have original packaging/labels AND you are paying = go to “Ship from my desktop” and download the shipping label, email it to your customer, have them print it and put it on the new packaging they will use. Follow steps for option 3 after they have your shipping label.