General information #

In cases where goods returned by the buyer may lead to fraud risks such as:

• The buyer sent the returned goods as counterfeit.
• Goods damaged upon receipt of return.
• Shortage or loss of goods.

Previously , the e-commerce platforms do the QC of these returns before returning to the seller’s warehouse. However, now the e-commerce platforms change their policies and practices to allow buyers to return directly to the seller’s warehouse.

This leads to return orders that can be disputed leading to the detention of the package before the warehouse do a return process.

Therefore, we have improved the process to meet the requirements of the e-commerce platforms as well as protect the rights of the seller.

Return orders can send quality inspection requests through the system or default QC settings for all return orders.

Detailed instruction #

1. Configure QC return order

• Go to Setting > Inventory > QC Return order

Return orders will QC when the warehouse checking and reporting problematic orders if it is found that the condition of the product matches one of the above reasons.

2. Processing of disputed orders

After quality checking (QC) if any product in the return order is found to be problematic (damaged, counterfeit, lost or missing product), the order will be transferred to the status Waiting for seller confirmation .

Then the customer need to confirm to have a plan to continue processing the return order:

• Incase the customer agree to receive return order: Select “Review & receive a return order” and enter a note if there are additional requirements when re checking the goods.
• In case the customer refuse to receive a return order: Select “Return to buyer” and provide the buyer return shipping label that the sales channel provides, the return order will be repackaged with the return shipping label and send back to the buyer.
• In case the customer want to destroy the order at the warehouse: please select “Destroy order “.

Note :

• In case return orders are not confirmed by the seller within 120 hours, the system will automatically confirm the return order can be received again and the seller cannot return the buyer in this case.