A reverse order happens when a customer (consignee) decides to return a shipment back to the seller. This can happen for various reasons, such as defects, dissatisfaction, or a change of mind.
Knowing how to handle reverse orders smoothly is important for both sellers and customers to ensure hassle-free returns. Therefore, you can follow the steps below to help you proceed in reverse order:
1. Consignee Initiation
Upon receiving the delivered shipment, the consignee, or the recipient, may find it necessary to return the item. This initiates the reverse shipment process. Typically, this initiation occurs through a designated link provided in the delivery confirmation email.
Note: This consignee initiation is a feature that can be turned on or off. If you choose to opt in, only then will the consignee be allowed to initiate the reverse order. |
2. Providing Details
The consignee is prompted to fill out essential information regarding the return. This includes specifying the item to be returned, stating the reason for return, providing the pickup address, and attaching relevant documents if necessary. Once all details are entered, the consignee submits the request by clicking the designated "submit" button.
3. Notification to Client/Merchant
Upon submission, the client or merchant, who is the seller, receives an email notification regarding the reverse request initiated by the consignee. This serves as the initial alert for the seller to take action.
4. Approval Process
The client then assesses the reverse request and decides whether to approve or reject it. This decision hinges on various factors such as the condition of the item, adherence to return policies, and customer satisfaction considerations.
5. Communication of Approval Status
Following the review process, the consignee receives notification of the approval status from the client or merchant. This notification includes clear labelling of the status (approved or rejected) along with instructions for the next course of action.
6. Client Initiated Reverse
In certain scenarios, the client or merchant may proactively initiate a reverse shipment. This could be due to reasons such as product recalls, quality issues, or special return agreements.
7. Merchant Initiated Reverse
Similarly, the merchant may also trigger a reverse shipment process. This could occur when the seller identifies the need to restock returned items or in cases of exchanges.
8. Generation of Reverse Shipment Order Number
Upon approval and confirmation of the reverse shipment, a new order number is generated for tracking purposes. This order number serves as a reference throughout the reverse logistics process, facilitating efficient management and tracking of the returned item.
Should you have any issues during the process or do you have any questions, you can contact our support team at [email protected]. We’re here to help!