Excange路Return Management

View all exchange & return claims on one page. Approve or reject customers' requests and manage claim progress.

 

馃憠 Excange路Return Management

  • Click the [Requested], [In progress], [Complete], and [Denied] buttons to check the corresponding claims.
  • Moreover, it is possible to sort claims by [Exchange] / [Return] status.
    • Orders in [Exchange] or [Return] status can be searched by [Order No.], [Claim No.], [Member Email], [Period] or [Shipping Type].
    • Claims that have submitted are listed in order of latest, and you will find the following info from the list: Claim No. / Creation Date, Type (Exchange or Return), Status shown to customer, Claim Reason / Responsible Party, Shipping Status, Order No., / Creation Date, Product Info and Ordering Member.
    • If you click the [Claim No.] in red color, you will be able to find all the detail such as Exchange/Return Details, Claim Shipping Info and History.


馃憠 Exchange Processing

  • Customers can request an exchange only for the following reasons:
    • Damaged/defective
    • Product missing or shipping issue
  • If the customer requests an exchange due to change of mind, please guide them to process return and repurchase after.
  • You may click the [Claim No.] in red color to examine the Reason for Request and attached photo, etc.


鉁 Denying the request

  1. First of all, please examine the detailed reason for an exchange request and the attached photo to see whether the exchange is acceptable. Click on the attached photo to view details.
  2. Click [Deny] next to [Exchange Processing].
  3. Select the reason for deny. The reason you enter will be shown to the customer, so please be sure to write it in the language of the order form.
  4. If you need a memo for administrative purposes, enter it in the [Reason for Processing] field (up to 300 characters).
  5. After checking the required consent items, click [Deny exchange].

Please note that denying a request cannot be undone.

 

鉁 Approve the request

  1. First of all, please examine the detailed reason for an exchange request and the attached photo to see whether the exchange is acceptable. Click on the attached photo to view details.
  2. Click [Approve] next to [Exchange Processing].
  3. Select the Collection info you would like to proceed with among [Request collection], [Request collection and enter shipping label], or [Proceed with exchange without collection].

    鈥 If you need to change the collection and exchange shipping addresses, please click [Change] on the right.

    鈥 Be sure to check whether the customer has requested to change the address before proceeding.
  4. If you need a memo for administrative purposes, enter it in the [Reason for Processing] field (up to 300 characters).
  5. After checking the required consent items, click [Approve exchange].


鉁 Collection and Shipping Processing

  • After approval of an exchange, you can track the collecting process and proceed with the preparation of shipping a new product.
  • If the collected (returned) product is not acceptable to the reason for exchange, you can proceed with [Deny].
  • When the collection of the product requested for exchange is completed, click [Mark as collected] to complete the collection process.

 

  • A new product can be shipped out after the collection process has been completed.
    • Please click [Preparing to Release] to trigger the shipping process.
    • Once the new product is shipped out, the exchange shipping address cannot be modified.

 

  • Please click [Register/edit shipping label] to register an invoice of the shipped product.
  • If the shipment to the customer is completed, click [Mark as delivered] to finalize the exchange. The status shown to customer would change to [Exchanged].

 

馃憠 Return Processing

  • Customers can request a return only for the following reasons:
    • Product doesn't match description
    • Damaged/defective
    • Product missing or shipping issue
    • Change of mind
    • Wanted different size or color
    • Ordered wrong product or option
  • A photo is required for returns made for reasons attributable to the seller (OPERATOR).
  • You may click the [Claim No.] in red color to examine the Reason for Request and attached photo, etc.


鉁 Denying the request

  1. First of all, please examine the detailed reason for a return request and the attached photo to see whether the return is acceptable. Click on the attached photo to view details.
  2. Click [Deny] next to [Return].
  3. Select the reason for deny. The reason you enter will be shown to the customer, so please be sure to write it in the language of the order form.
  4. If you need a memo for administrative purposes, enter it in the [Reason for Processing] field (up to 300 characters).
  5. After checking the required consent items, click [Deny return].

Please note that denying a request cannot be undone.


鉁 Approve the request

  1. First of all, please examine the detailed reason for a return request and the attached photo to see whether the return is acceptable. Click on the attached photo to view details.
  2. Click [Approve] next to [Return].
  3. Select the Collection info you would like to proceed with among [Request collection], [Request collection and enter shipping label], or [Refund without collection].

    鈥 If you need to change the collection address, please click [Change] on the right.

    鈥 Be sure to check whether the customer has requested to change the address before proceeding.

    Additional shipping fees may be charged or shipping may not be possible depending on the shipping option that was selected when the order was placed. Please check the shipping policy before making any changes.
  4. Please enter the [Refund Shipping Fee] and [Return Shipping Cost]. Make sure to check the [Total Refund Amount] before approving.

    鈥 The refund amount cannot exceed the remaining amount of the original order.
  5. If you need a memo for administrative purposes, enter it in the [Reason for Processing] field (up to 300 characters).
  6. After checking the required consent items, click [Approve return].

 

鉁 Collection and Refund Processing

  • After approval of the return, you can track the collecting process and proceed with the refund.
  • If the collected (returned) product is not acceptable to the reason for return, you can proceed with [Deny].
    • Please note that [Deny] button is only activated after the product is collected.
  • In the status of [Collection Requested] & [Processing Withdrawal], the invoice could be edited.
  • When the collection of the product requested for return is completed, click [Mark as collected] to complete the collection process.
  • Once a collection is completed, you may proceed with the refund. By processing, the product status shown to customer would change to [Returned].