How to Inspect and Process Returns

When a return arrives at your warehouse or fulfilment location, follow these steps to ensure a thorough and fair assessment:

1. Verify RMA ID: Check that the package includes the correct Return Merchandise Authorisation (RMA) number. This confirms the return has been logged in the system.
2. Check Packaging & Condition: Inspect how the item was packed for return. Look for any signs of transit damage or inadequate packaging.
3. Match to Order Details: Cross-reference the returned product with the original order to ensure it's the correct item, size, colour, and variant.
4. Assess Item Condition: Determine whether the product is unused, lightly used, damaged, faulty, or missing components.
5. Document Evidence: Take clear photos of the returned item, packaging, and any defects or damage. Keep these for your records and potential dispute resolution.

⏱️ Tip: Aim to complete inspections within 3, 5 business days of receiving the return to maintain excellent service standards and avoid delays.

Based on your inspection, you'll need to decide on the most appropriate resolution. Here are the main options:

• The product is faulty or damaged
• The item is not as described
• The buyer returned within the eligibility window for change-of-mind reasons (where permitted by your policy)

1. Log into your vendor dashboard and locate the return request
2. Approve the refund and specify the amount
3. Refund the item cost and, where applicable, the original shipping fee
4. The refund will be processed to the customer's original payment method

Suitable when:

• The customer has requested a different size, colour, or variant
• The item is eligible for exchange under your return policy
• The returned item is in acceptable condition

1. Confirm the original item has been returned and inspected
2. Check stock availability for the requested replacement
3. Ship the replacement item to the customer
4. Record tracking details in your vendor dashboard

⚠️ Important: Only send replacement goods after the returned item has been inspected and approved. Sending items early risks loss if the return never arrives or doesn't meet eligibility criteria.

Valid when:

• The item has a defect that can be fixed under warranty or the Consumer Guarantees Act
• Repair is a cost-effective and reasonable option compared to replacement
• The customer has agreed to a repair remedy

1. Arrange repair through your service team or manufacturer
2. Notify the customer via Elexbig messaging with estimated repair timeframes
3. Once repaired, send the item back using tracked delivery
4. Update the return status in your dashboard

If your inspection reveals that the return doesn't meet eligibility criteria, you may decline the resolution. Common reasons include:

• The item is past the return window specified in your policy
• The product shows signs of heavy use, misuse, or customer-inflicted damage
• Key components are missing (e.g., accessories, tags, manuals, original packaging)
• The item has been worn, washed, or altered

1. Document the reasons for declining with photos and notes
2. Communicate clearly with the customer via your dashboard
3. Offer the customer the option to have the item returned to them at their cost
4. If the customer doesn't respond within 14 days, follow Elexbig's abandoned return procedures

🚨 Never dispose of a non-eligible return without first offering the customer the option to have it sent back at their expense. This protects both parties and maintains trust.

• Maintain a return log: Keep detailed records with photos, condition notes, and timestamps for every return
• Use inspection checklists: Create consistent checklists to ensure nothing is overlooked during the assessment
• Communicate proactively: Keep customers informed throughout the inspection and resolution process
• Be fair and consistent: Apply your return policy evenly to all customers to avoid disputes
• Offer goodwill gestures: When appropriate, consider discount codes or store credit to maintain positive customer relationships, even when a full refund isn't warranted

💡 Pro Tip: Consider automating common inspection outcomes (e.g., auto-approve refunds for unopened items within 7 days) to save time and increase customer satisfaction.

Do I need to refund the original shipping cost?

Yes, if the return is due to a fault, damage, or the item not being as described. For change-of-mind returns, refunding shipping is optional unless required by your published policy or consumer law.

You may offer a partial refund to account for the missing items, or decline the return if your policy requires all original components. Always document with photos and communicate clearly with the customer through Elexbig messaging.

The vendor is responsible for return shipping costs when the item is faulty, damaged, or not as described. For change-of-mind returns, the customer typically covers return shipping unless your policy states otherwise.

Aim to complete inspections within 3, 5 business days after receiving the item. This keeps you within Elexbig's service expectations and maintains positive customer experiences.

Document your findings thoroughly with photos and notes, then communicate your decision clearly through your vendor dashboard. If a dispute escalates, Elexbig's support team may step in to mediate based on the evidence provided by both parties.

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