New rules for processing returns

Today we are introducing new rules for processing returns.

What’s changing:

Previously, you saw the following options when receiving a return:

•  send to Ukraine 
•  resend to the customer

Besides, the returns were stored in the warehouse in the form in which they were accepted (i.e., in their packaging). As a result, it was impossible to work with individual items from returns, especially if such returns contained several items.

Now, when a return is received, it is processed as before, but the customer has 14 days to make a decision on the return. You have to choose one of two options: 

• dispose of the products
• distribute the returned products and then transfer them to the warehouse or dispose of them

The second option means that the returned parcel is divided into separate products, each of which will be transferred to a warehouse or disposed of.

For example, the return contains the following products:

• A – 1 pc.
• B – 2 pcs.
• C – 2 pcs.

The client can distribute them as follows:

• A – disposal of 1 pc.
• B – disposal of 1 pc. and storage of 1 pc.
• C – storage of 2 pcs. 

If the products get transferred to the warehouse, a corresponding record will be added to the history of the products’ movement and the warehouse stock will increase. Thus, the products from returns that contained more than one item could be shipped independently in future parcels from the warehouse, without the need to write comments to the operator. 

If, for some reason, the quantity of products specified in the distribution request has to be changed (for example, the buyer did not send some products or the products were damaged and could not be accepted by the warehouse), the operator will indicate the actual quantity and leave a comment about the reasons for this decision. The original quantity of the products in the request will be saved for comparison with the actual quantity. 

Deadlines. 

Once a return is accepted into the warehouse, the customer has 14 days to make a decision on how to handle the return. If the customer has not made a decision by the end of this period, the return will be marked as subject to mandatory disposal. 

Two days before the end of the term, the customer receives a notification reminding them that they need to take certain actions regarding the return.

Unrecognized returns are stored for 30 days. If there are no requests for transfer, they would also be marked as subject to mandatory disposal. 

Fees.

• Acceptance of any return is charged at the cost of processing the corresponding parcel. In the case of paid returns (when warehouse employees pay for delivery services), the cost of delivery without commissions is deducted from the customer’s account (as it is now). 
•  Disposal of products from a parcel is charged according to the “processing / 2” formula and does not depend on the number of items in the parcel. Automatic (mandatory) disposal of recognized returns is charged in the same way. 
• There is no charge for transferring individual products to the warehouse. 
• Payment for the storage of returns is canceled, as the storage of returns as such will no longer take place. Storage during the decision-making period (14 days) is not charged.

Existing returns. 

Returns that have already been accepted will be partially changed. 

1.  Nothing changes for returns that already have the “Send to Ukraine” or “Resend to customer” action selected and are waiting for confirmation/execution. 
2.  New returns that have not been decided on, as well as old returns that are stored in the warehouse, will change their status to “Distribution” and will wait for distribution for 30 days. For returns with unidentified products, the customer will be able to add the necessary information.
3.  For current returns that have been stored for more than 180 days, the storage fee for the previous period is currently in effect. For such returns, the storage fee will not be charged even if the 180-day period is exceeded within the next 30 days, during which the customer must decide on the distribution of the returned products. 
4. There are no additional fees for accepting such returns (only for possible disposal).
5. Customers with old returns for which the changes will take place will receive a separate letter notifying them of the changes.

Using returns to create shipments.

When creating a shipment from the warehouse in your account, you will no longer be able to select returns from the list. Instead, you should add individual items that have been transferred to the warehouse under return distribution requests.