Boxme has updated its return handling process at the warehouse to ensure quality and transparency for customers.

Specifically, when returned goods arrive at the Boxme warehouse, we will take the following steps:

1. Receiving and inspecting the goods upon arrival: Warehouse staff will check the condition of the product when receiving it from the courier.
2. Providing detailed information on the system:
   1. A scanned and stored co-inspection report with the courier.
   2. A video of the package being opened and the product inside being inspected.
   3. Images of the package with the return shipping label.
   4. This information is uploaded to the system to help customers manage their returned orders.

This process enables customers to clearly understand the condition of returned goods and make appropriate decisions, such as issuing a refund or exchanging the product.

Additionally, Boxme categorizes returned goods into D2 and D3 types based on the evaluation of handling staff. Customers can periodically retrieve their returned items for inspection, reclassification, clearance, restocking, or disposal.

For returned products that are damaged and do not meet the storage condition requirement, we will document and dispose of them immediately upon receipt, with all details recorded in the system for customer review.

Customers can choose one of the following three options to handle returned orders:

1. Resend the order: Used when seller wants to redeliver the item after updating necessary information.
2. Confirm return: Choose an address for the returned goods, either at the Boxme warehouse or the seller’s warehouse.
3. Dispose: Applied to items that do not need to be returned to avoid additional costs.

Customers must select a handling option within two business days from when the order is marked as returned. If no selection is made, Boxme will automatically return the goods to the registered warehouse, with a return shipping fee equal to half of the original shipping cost.

To ensure quality and accurately assess product conditions upon receiving, Boxme implements a Quality Check (QC) process for all returned goods. QC results will be updated directly in the return order system for customers to track.

Following this process helps minimize risks and ensures customer rights in the return handling process.

Important Notes:

• Return orders must be submitted to the system before the goods arrive at the Boxme warehouse. You must create a return request on Boxme or Omisell for orders from non-marketplace (Shopee, Lazada, Tiktok,..) sales channels.
• For returned goods: We will receive, classify, and record a detailed inspection video, then send the results via the Boxme system within 24 hours. Customers can track and respond with supporting information.
• Đối với hàng hoàn trả thuộc các trường hợp sau: Hàng vỡ hỏng, hàng giả, mất mát hoặc lừa đảo, chúng tối sẽ gửi kết quả kiểm tra trong vòng 24h kể từ khi nhận hàng vào kho. For the following return cases: damaged items, counterfeit goods, lost items, or fraudulent returns, we will send inspection results within 24 hours after the goods arrive at the warehouse.
• For returns without information (unitenditied return orders): We will send a request through the operations and ticket system for customers to provide the necessary details before the inspection team conducts the check. Customers must provide the required information within 24 hours of the request.

Note: Returned goods will be categorized into D1, D2, and D3 types based on standard classification criteria. This process aims to prevent misclassification, ensuring that used products are not mistakenly delivered to new buyers.