Ecom: Refund process

Know the supplier return policies (ie restocking fee, date it can be returned, who pays shipping fees, whether they accept return by wrong order, how they handle the entire process).

Match the supplier return policies with your own (make your policy less than the supplier, don’t provide return address in policy page but instruct the customer to contact you first before returning item, include tracking shipping number).

Allow returns (shipped to your address) even if your supplier doesn’t. Wrong order (allow return), didn’t match description (allow return) or damaged/defective item (provide return via email).

In case this is your first time handling a return, you may not know how it goes. Typically, returns go like this (this is the goal, at least!):

The customer requests a return.

You should: Determine the reason for the return, then contact your supplier accordingly and request an RMA (Return Merchandise Authorization) number. Also be sure to apologize to the customer (regardless of whether it’s your fault or your supplier’s fault) and tell them what you’re going to do to make it right.

The supplier (hopefully) approves the return.

You should: Give the customer the return address and the RMA number (if they’re returning it directly to your supplier). Depending on the supplier’s return policy, you’ll probably need the RMA number on the return shipping label (NOT on the packaging or the shipping box). Remind them to purchase a tracking number, if they have to pay return shipping.

The package will arrive.

If sent to you, you should: Inspect the item for damages and take pictures to ensure the supplier’s honesty. Then ship it to the supplier.

If sent you your supplier, you should: Keep in contact to know when the package arrives at the warehouse, then get your refund or have them send a replacement to the customer.

The customer will receive the new item, or you will receive a refund.

You should: Email the customer to ensure the package arrived OK if they wanted a replacement. Otherwise, if they needed a refund, pass your refund on to them, then email them to ensure everything went well.

More reading here: