Sometimes, a buyer will request to return an item, and depending on your 'return' policy you will need to accept the return. The first thing you need to understand is that there are several 'return reason' types.
Return request types
There are several types of return reasons:
1. Buyer's remorse - click HERE to learn more
2. Significantly Not As Described (Also known as 'SNAD') - click HERE to learn more
3. Item Not Received (Also known as 'INR') - click HERE to learn more
On platforms such as eBay and Amazon the reason for the return request affects how the return is handled as returns due to "buyer's remorse" are the responsibility of the buyer and should be paid for by the buyer, while other return types are the responsibility of the seller and should be paid for by the seller.
So when a buyer is asking to return an item, first you need to understand the reason for the return.
Hipshipper does not handle returns except in one of the following cases:
1. Item damaged - If the reason for the return is that the item was damaged during the shipping, it is the responsibility of the carrier, in this case, Hipshipper, and we will cover the return shipping (and item cost) price if needed.
2. If your store was connected to the 'Free returns shipping' service (click to read more)
How to handle returns - click the subject to see the relevant instructions.
*if your store is connected to the 'Free international returns' service click the 'Free international returns' link.
Buyer's remorse
Significantly Not As Described (SNAD)
Buyer's remorse returns
This return is handled on eBay between the seller and the buyer - here are the steps:
1. The buyer needs to open a return request on eBay. You will be able to see it in the 'Returns' page on your eBay seller-hub.
2. You need to open a return request of your own with the supplier and have them provide you with a return label.
Do not send that label to the buyer, but you need it for the return address.
3. You will be asked by eBay to confirm the return, confirm it and when asked to fill out a form, use the address provided by the supplier on the return label.
4. The buyer will need to confirm the form you filled and once they to, you will need to send the buyer the shipping fee.
Make sure to send the shipping fee separately, and not as part of a refund (you should not issue the refund until you get one from the supplier).
The sum for the shipping fee can be seen in the Hipshipper order under the 'Shipping' column.
5. After you send the buyer the funds via PayPal, upload a screenshot of the transaction to the eBay case.
6. The buyer will now have 5 business days to ship the item to you and provide proof in the eBay case, if the buyer does not ship the item within 5 business days, on the 6th day you need to contact eBay and demand that the case is closed in your favor.
Significantly Not As Described (SNAD)
This return is handled on eBay between the seller and the buyer - here are the steps:
1. The buyer needs to open a return request on eBay. You will be able to see it in the 'Returns' page on your eBay seller-hub.
2. You need to open a return request of your own with the supplier and have them provide you with a return label.
Do not send that label to the buyer, but you need it for the return address.
3. You will be asked by eBay to confirm the return, confirm it and when asked to fill out a form, use the address provided by the supplier on the return label.
4. The buyer will need to confirm the form you filled and once they to, you will need to send the buyer the shipping fee.
Make sure to send the shipping fee separately, and not as part of a refund (you should not issue the refund until you get one from the supplier).
The sum for the shipping fee can be seen in the Hipshipper order under the 'Shipping' column.
5. After you send the buyer the funds via PayPal, upload a screenshot of the transaction to the eBay case.
6. The buyer will now have 5 business days to ship the item to you and provide proof in the eBay case, if the buyer does not ship the item within 5 business days, on the 6th day you need to contact eBay and demand that the case is closed in your favor.
Item Not Received (INR)
This case is handled on eBay between the seller and the buyer but you must let us know so we can try and assist with tracking the item.
First, open a ticket with Hipshipper support stating the order details (buyer ID and sale #) and the reason for the return.
We will try to help you resolve the issue without a return, but if we cannot, we will provide further instructions as this will be a 'per case' solution.