The basics
Unfortunately, returns and cancellations are part of doing business. Sometimes products get damaged in transit, and shoppers want to return the items after they're delivered. Other times, shoppers change their minds about a purchase and cancel an order before you process it.
When you create a product, a return policy is automatically set for that item.
For orders placed through our owned and operated marketplaces (i.e. OpenSky, Dot & Bo and 11 Main), returns are generally not allowed if a product is custom or listed in a category that does not allow returns, such as the following:
- Books
- Electronic Media
- Beauty (excluding electronics)
- Mattresses
- Intimates
- Gourmet Foods
- Swimwear
For orders placed through 3rd party marketplaces (i.e. Amazon, eBay, Walmart), the return requirements and/or settings associated with the given marketplaces are applicable.
All things considered, MoreCommerce shoppers can generally return products within 30 days of the shipment delivery date (see exceptions), depending on the sales channel. Once the returned item has been delivered back to you, MoreCommerce will refund the shopper her money. We cannot issue store credit for returned items.
These return guidelines give shoppers peace of mind and the reassurance they need to buy from you, as well as ensure consistency with the return policy requirements on all our integrated sales channels.
Marketplace that require Morecommerce returns processing
MoreCommerce provides access to channels that do not support merchant-specific return addresses. In these cases, the channels require merchandise to be shipped to the MoreCommerce Returns warehouse for cross-docking and forwarding to the Merchant's location.
Marketplace sites include:
- Target
- Shein
- Oriental Trading
- Michaels
The process
When a shopper wants to return a product, they:
1. Initiate a return through the applicable sales channel or by contacting our Customer Support team
2. Select the reason for the return (if required).
3. They receive a shipping label to send the item back to you. In certain cases, shoppers may use their own shipping labels or you will be required to facilitate return shipping. Merchants are most commonly required to facilitate return shipping for oversized or particularly heavy items, such as furniture.
4. At this point, you'll also see the order deducted from your Payments page found in the Account menu.
5. Once you receive the return, MoreCommerce will issue the appropriate refund to the shopper based on the return reason and any other applicable details. The reason associated with a return may determine who is responsible for the original and return shipping costs.
Keep in mind MoreCommerce will not review all returns. However, you will be notified of all returns and the reasons associated with them. Be sure to monitor these and contact us within 24 hours if you wish to contest any aspect of a return (such as the return reason or condition of the item), and provide us with any info we request (this may include photos) to verify the condition of the item.
If we do not hear from you, we’ll assume the return is in good condition and will issue the refund.
In most cases, you will not receive compensation for shipping costs, nor are you able to charge a separate return shipping fee.
After the standard return window
Products that fall outside the standard return window can be returned if:
- The product arrived damaged
- The item was not as described
- An incorrect product was shipped to a shopper
- The item arrived late or was shipped after the promised shipping window
- The product didn’t meet reasonable expectations for quality
- The order was placed through a 3rd party marketplace which has a longer return window
- The order qualifies for our Holiday Returns Program
If any of the above occur, MoreCommerce will deduct the return shipping fee that is typically deducted from the shopper's refund from your payment in addition to the value of the order.
For orders placed through 3rd party marketplaces which provide return shipping labels to customers directly (such as Amazon), we may not know the exact return shipping costs immediately when returns are created. In such cases, we will instead assess a default charge of $7.95 when a qualifying return is created and may later issue an adjustment to your account for the difference between that default charge and the actual return shipping cost.
We typically issue these adjustments once per month and each will have the applicable order number and will show either Return Shipping Adjustment Deduction or Return Shipping Adjustment Reimbursement in the SKU column of your payments CSV files.
What if a shopper returns something without contacting MoreCommerce?
If that happens, please contact our Merchant Help with the order number and item(s) returned.
We'll then process the shopper's refund if the merchandise is in resalable condition.
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