Return Management

This guide outlines how to handle customer returns to ensure high service quality and compliance with ABOUT YOU marketplace requirements.

1. The Return Process Overview

• Customer Initiation: The customer uses the provided return label (either included in the original package or generated via the ABOUT YOU portal) to send the item back to the partner's warehouse.

• Logistics: Partners are responsible for providing the necessary return documents and labels within their shipments.

• Status Tracking: You can view the status of returned items and batches directly in the Seller Center under the Orders and Shipment section.

2. Partner Review and Acceptance

Once a return package arrives at your warehouse, it must be inspected promptly.

• Review Window: Partners must review the returned item and decide whether to accept or reject it within 24 hours of receipt.

• Inspection Standards: Check for the original condition of the item, including tags, packaging, and any signs of wear or damage.

3. Processing the Outcome

Depending on the result of your review, follow the appropriate workflow:

A. Accepting the Return

If the item is in good condition and the return is valid:

• Update System: Mark the order as "Returned" directly in the Seller Center.

• Integrated Systems: If you use an integration like Shopify, you can mark the return there, and it will sync automatically with the ABOUT YOU Seller Center.

• Refund Trigger: Once the status is updated, the system will initiate the refund process to the customer automatically.

B. Rejecting the Return

If the item cannot be accepted (e.g., it is damaged, used, or the return deadline has passed):

• Do Not Update Status: Do not mark the item as returned in the Seller Center or Shopify and reach out to our Customer Service Team in 24 hours.

• Document the Issue: Take clear photos of the damage or document the reason for rejection (such as a crossed return deadline).

How to efficiently contact Customer Service?

Immediately contact the ABOUT YOU Customer Service team via a Jira ticket to report the issue.

Provide the order number and your supporting documentation, such as photos, so they can assist in communicating with the end customer and resolving the dispute.