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Jet Returns and Refunds

Customer initiated through Jet
In this scenario the customer contacts Jet informing them that they'd like to return the item and get a refund. Jet then notifies the seller that the customer wishes to return the item. The notification creates an RMA on the order. You then have two response options:
  1. Instruct Jet to refund immediately, even before item is returned.
  2. Instruct Jet NOT to refund until the item is received. This action enables you to view the item and possibly dispute the return charge
Please note: Jet requires the response to ASAP, as to allow a final decision by the customer to send back items.
On the Jet General Settings page, there is an option - Enable notification for RMA Created. Checking this option will reveal a text box in which you can enter an email address. When RMA is created an email will be generated and sent to that address. Select an email template to be sent. Email templates can be created under the email settings.
  1. Instruct Jet to refund immediately, even before item is returned
    1. Navigate to the RMA from the link in the order, or search for it under Orders > Manage RMA. 
    2. Select Complete RMA to Jet in the action menu. Press Go.
    3. In the Status dropdown, select Refund Customer Without Return. This mean that the order will be refunded before the item is returned. The item will be returned, however, to the location you select.
    4. Enter the Return Location, or check the Jet Pick Return Location. This instructs Jet to use a pre-configured return location that was set up on your Jet account.
    5. Press Complete. Jet will refund the customer and deduct the return charge from your account. 
Instruct Jet NOT to refund until the item is received. This action enables you to view the item and possibly dispute the return charge
    1.  Navigate to the RMA from the link in the order, or search for it under Orders > Manage RMA. 
    2. Select the action Complete RMA
    3. On the Complete RMA page you can select to either agree or disagree with the return charges.
      1. Agree to charges  - In that case you need to enter the qty returned and refund amount per item. If you wish to not give a full refund, select a reason in the Return Refund Feedback dropdown.
        • item damaged - should only be used if the reason for the return was not that it was damaged when the customer received it
        • not shipped in original packaging
        • customer opened item
        • other - please give additional information in the notes field
      2. Disagree with the return charges. In that case you need to select a reason why you are disputing the charges. Below are the possible dispute reasons:
        • Outside Merchant Policy - Select when disagreeing that paying for this return charge mirrors your existing policy. This should only apply to returns for correct, non-damaged, non-defective items.
        • Not Merchant Error - Select when you disagree that it was your (or your agent's) error that caused this return
        • Other - Please give additional information in the notes field
    4. Press Complete.

Merchant Generated Refund
This is done in the event of a customer returning an item directly to the retailer instead of through Jet. In this case, the merchant can generate a refund off the order after they've received, processed, and evaluated the state of the return. It can also be used in SellerCloud in the event of an order's label being printed and tracking was updated on Jet. In such a case you would not be able to cancel the order. Instead you can refund the customer.  
Generating a refund off of an order would alert Jet to refund the customer the amount specified in the refund message
  1. Open the order detail page of a shipped Jet order.
  2. Select Issue Refund from the action menu. Press Go.
  3. Enter the qty returned and refund amount per item. If you wish to not give a full refund, select a reason in the Return Refund Feedback dropdown.
  4. Select the items you will be refunding.
  5. Press Submit.

To simply cancel an unshipped order, use the action Cancel Jet Order on the order detail page in the action menu.
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