This tutorial will show you the steps of the return process flow on the eMAG Marketplace platform.
The return form is completed by any customer who decides to send back the ordered product, due to different reasons.
Once sent, eMAG will redirect to you, the return request. You can also complete the return request, on behalf of the client, only if he has requested you and only for the eligible orders. The eligible orders are those orders that comply with the legal return deadline of 14 calendar days from the day of receiving.
All your return requests are registered into your seller account in the Returns menu.
In order to process a return request you must follow the next steps:
Go to the Returnsmenu and access the New tab from the top of the list or choose the New status in the filter zone.
Select the new request you want to open and press the blue Editbutton from the Actions
After pressing this button, the new request moves to the Acknowledged
In the new page that opens, you can see the return details like the customer information, or the pick-up information.
If you have integrated a courier into your account and you select it for shipping, in the moment you access the new return request, the pick-up AWB is automatically generated from the platform.
If you do not have an active courier account into your seller account, then the pick-up method field will contain the Own courier message. In this situation, it is your concern to ensure the parcel pick-up using another courier then the eMAG partner couriers and you must set each status manually as follows:
- after you order a courier for you shipping, you will set the Acknowledgedstatus and save the changes
- when the courier picks-up the parcel from the client, you will change the status again and set it into Don`t forget to save the new changes made.
- once the parcel reaches to you, check it to ensure the product` condition is the same as in the moment of sending. If everything is ok, set the Finished status and press Save
- if the product came back to you deteriorated, you have the right to refuse the return request
- in this case you have to set the Rejected status and call the client to inform about the cause of the return rejection.
If you want the client to pay a return fee, you will fill in the field called: Return tax value (with VAT) with the value of return fee. Or you can set the return fee as zero, if you do not want the client to pay any money for the shipment of the returned parcel.
Example: For a 10000 HUF order, the shipping tax value is 1500 HUF. This means you will send to the client only 8500 HUF.
If the returned product has been damaged you can also retain up to 20% of its value. You will complete the retained value into the Retained amount field from the Product listing section in the Return details page.
After the return request is finalized, the specific order gets the storno status and the money are sent to the client.
For the Online card orders, eMAG will refund the amount to the customer. However, for the orders paid by cash on delivery or through Payment order, it is your job to do the refund, because the money from those orders are being transferred into your bank account.
If a client ask you to complete a return request on his behalf, you must do as follows:
Go to the Returns menu and select the Returns list section. Here, press the green Add return button.
In the open page, you must complete the Order ID and click outside the field. All the order`s details will automatically filled in.
Going down the page, in the Product listing section press the Add product button and select the product, which will be returned. Click on Confirm and Save the modifications. The new return request completed by you will be registered into your account having the New status. You will process it as a regular return request.
Don`t forget to visit the eMAG Academy section and see the tutorials that offer you quick answers to your questions about how to manage better the eMAG Marketplace platform.
Keep up the good work!
