Table of Contents

Handling Returns

Jessica Powell Updated by Jessica Powell

Returns are a fact of life when you drop ship on behalf of a retailer. The main considerations are: how to communicate with your trading partner, how to deal with inventory coming back and what to do about payment. This guide walks through each of those areas and discusses best practice.

Identifying Returns

Returns are initiated in most cases by the consumer. When this happens, they will get in touch with the retailer (your customer).

Handling Returns

Once this is established, follow the next three steps:

  1. The retailer needs to refund the consumer according to their policy
  2. You need to refund the retailer (this can be done in your gateway account ie. Stripe)
  3. You need to receive the products back to your original shipping address.

Refunding the retailer invoice

If you want to refund the payment for the order to the retailer, or if you are the retailer and you want to initiate a refund with a supplier, you can do so by going to the order in the Convictional admin, and click “Refund Order”. This will reverse the original charge issued to the retailer’s payment method in the supplier’s gateway, for the same amount of money.

In order to refund an order, click on that specific order, and the click "Refund Order" on the right-hand side of the screen.

 If the "Refund Order" button is not working, please email Support with a screenshot describing the order you would like to refund.

If you want to do something more complex, please use your payment gateway directly.

Refunding the consumer payment

Your customer can issue a refund to the end consumer for the returned item through their payment gateway (e.g. Stripe).

Handling the returned inventory

  1. Your customer will share your warehouse address with the end consumer
  2. Over email, please provide a shipping label to your customer to share with the end consumer
  3. The return will then arrive at your warehouse, and you can decide whether to sell or scrap the product
  4. Please refund or credit the invoice to your customer (depending on your deal with them)
  5. If you decide to resell it, you will need to enter this into your inventory count

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