Webshippy handles the orders received and sends them out to your customers. However, it is possible that packages sent out may be returned because the customer does not receive them (unclaimed packages), or they are received but for some reason the product is returned.
Packages that are not collected are always returned to our warehouse. In the case of the received packages, you can decide if you want them returned to you or you want us to handle them. We can give you a hand with managing these packages as well.
Handling packages not collected or returned is an extra service and charges will apply. You can find the administrative fees in our up-to-date price list:
Managing packages that are not collected
The process is very simple in the case of packages not delivered: we receive the unopened packages, open them, and if the products are intact, we automatically put them back in inventory. (If we notice any damage, our customer service contacts you directly.)
The product is returned to your inventory and the quantity available of the item will increase (and appear in your webshop, when you enable our inventory synchronization feature).
You can also verify the packages that are not collected in our system. Under “Orders” they will be “Refused” at the moment we receive and accept the package.
If your billing system is integrated and you have outsourced your billing to us, we send your billing program a notification of the change of status at the time of the receipt of the package. Your billing system will then automatically create a cancellation and send it to your customer by e-mail.
Managing return products – packages received and returned
It's different when your customer receives the package and would like to send the product(s) back for some reason. It is necessary for the webshop to consult with the customer on the reason for the return, as well as to know if there are any other operations that follow (exchange of the product, ordering a different product, refund etc.). The right of withdrawal is also guaranteed by law - the customer can withdraw from the purchase and send it back without giving any reason.
You can ask the parcel to be delivered to your own address, or to have it sent to our warehouse.
It’s essential that you clearly explain to your customers on your website what to do in case of a return. The following points can help you formulate your instructions:
Webshippy offers the option of sending a return form along with your parcel free of charge. You can set and download the form under “Delivery and parcel management”. You must fill in the required information as it helps us identify the returned products.
The parcel containing the returned product can be sent back to our warehouse. Your customer should indicate the name of your webshop, and order ID on the package. They can choose any parcel delivery service. If, after consulting with you, they would like an immediate exchange, please read this information: Sending an exchange package to the customer
We identify the return packages we receive based on the information the customer provides us. Considering that we manage tens of thousands of products at our warehouse and our knowledge of each product is limited, if the customer does not help us identify the package and the products, the return procedure can be significantly delayed.
We send you an e-mail notification of the return products to the e-mail address you provide at “Company settings". After viewing the information and pictures in the letter, we expect you to instruct us on how to proceed with the product.
IMPORTANT!!! Please check and use the e-mail account you give us for general communication, as we send all operational information to this address.
What happens to returned products
Place back in stock - You can decide that the product is in a resaleable condition, so you can ask for it to be restocked. In this case, the product will be placed in your stock. Importantly, we cannot be held responsible for any claims when re-sending such products if the customer is not satisfied with the product.
Don’t place back in stock - You may decide that it is damaged goods and ask us not to put it back in stock. We put these items aside and based on what you ask us to do, either return it to you or destroy them. It is important to note that these products must leave our warehouse within 2 weeks.
If you can’t make a decision based on the information you receive, you can ask for additional photos. Just let us know how we can help you make a confident decision, and we’ll do our very best to help you.
Which products can go back in stock?
You can determine whether the product can be resold based on the photos we send you, and the return form the customer fills out. We don’t take responsibility for this decision, we can only provide you with the information you need.
Our conditions are: your product has a bar code; it is not broken, or damaged; is still appropriate for warehouse storage.
It occurs sometimes that the bar code is not returned with the product because it falls off or gets damaged. In such cases, we are more than happy to replace the bar code of a couple of items for you. You just need to identify the product based on the photos we send you, and tell us the name, article number and bar code of the product. We can then put a bar code on it, register a shipment in your name and put it back in stock.
What happens to products that don’t go back in stock?
You need to decide what to the with the products that we don’t put back in stock.
You have several options:
We discard and destroy the product
In this case you just notify us by email that you don’t want to keep the product and we will dispose of it.We set the product aside and you pick it up.
We can set these products aside and you come and pick them up every 1 or 2 weeks, for instance, when you ship some items in to us. Please notify our costumer service team about your visit to pick up your return products. They will prepare them for you and you can pick them up at the shipment area. As this does not count as a shipment from the inventory, it is free of charge.We send your products in a GLS package
If you request a GLS delivery of your products, you must create an “Empty order” on our platform at all times.
Be careful to:
fill out the exact address and contact details of your destination;
turn off the “Generate invoice” setting;
set payment status to “paid”;
write “return” to order comments;
Do NOT put any items in the order – keep it empty;
Do NOT click on “Ready for packaging” so that you avoid us doing just that – keep it as a draft!
Once you create the empty package, there is nothing else the do than to let our Customer service team know that you would like us to place the return products in this order. Please be very specific about which products are involved!
With all options, please notify us in a response to make sure each product is placed in the right place, in the correct status.
The billing of orders not collected or returned
If the delivered package is not collected by the customer, it is automatically returned to our warehouse, and its invoice – if generated by Webshippy with your invoice generating software- is cancelled.
However, Webshippy does not handle the accounting tasks involved with delivered and returned orders. The cancellation of the invoice is not automatic in such cases. You are responsible for the accounting tasks involving reimbursement, cancellation, discounts etc.)
We don’t compensate or reimburse your customer. Neither do we create a new order for you. It is your job to e.g., mail an exchange order to your customer by copying the order to create an exchange order in our system.