How do Customer Returns work?
Overview on Returns
Customer returns are an unfortunate reality that we want to handle efficiently and with care. When returns come into our warehouse our goal is to handle them on a timely basis and provide an accurate assessment of the quality.
The Returns Process
- Packages are shipped back to Fetch. This can be through return labels you provide or that Fetch is able to create. If possible, all return labels should include the original Order #.
- Packages are opened up and logged into a spreadsheet that one or more of you may have been given a link to. If you don’t have that link reach out to Fetch and we can send it out to you. Returns are logged in real-time so that when you refresh your Google sheet you will see exactly what we see.
- Volume & staffing - packages may have been received into the warehouse, but due to both volume and/or staffing logging them in may take a few days.
- Once the packages have been opened our staff will inspect the merchandise, and based on the guidance you have provided us on how to handle returned merchandise these are the possible outcomes:
- Unused, unopened - return to stock.
- Used - product will be evaluated as to how much it was used and what kind of condition it is in. The products could either be returned to inventory or made available as sample merchandise.
- Damaged - visible damage, an odor permeates (i.e., clothing or pet goods). The item cannot be returned to the shelf and disposition needs to take place.
Strange things that occur to packages being returned to us
- The customer does not use the proper label. The package may or may not be returned to us.
- The customer does not package the product for shipment properly and the merchandise gets separated from the box they were shipping it in.
- If the customer has multiple products they may use the wrong label for the product they are shipping back.
- The customer does not ship back everything that was on the order (i.e., charging cables, bungee cords).