Returns

Sometimes, an order is returned to one of our fulfilment locations, for instance when the order recipient no longer lives at the address, or the address details were incomplete.

If an order is returned, and the stock is in very good condition, we will usually return the item(s) to the stock at that location.

Your team users will receive an email notification when a return is received and processed.

Returns incur charges.

Steps to reduce your return rate

As well as making customers unhappy, returns incur charges, so we recommend you take these measures to ensure that returns are avoided:

For each order:

1. Ensure address details are verified (consider including address auto-suggestions on your e-commerce site or app)
2. Ensure recipient contact details are included with each order (ideally a phone number and email address as these will often be used by couriers to send delivery notifications).

For each product:

1. Complete each product’s customs fields Product details > ‘Customs’ tab
2. If inventory is enabled, make sure that accurate dimensions and weights are entered Product details > ‘Details’ tab