# 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 ](https://aboutyou.atlassian.net/helpcenter/sellercenter/portal/1189/group/1721/create/3163)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.