How to manage refunds, returns, and exchanges from your Vendor Portal.

Note:&#xA0;The <a href="https://www.amplife.co/policies/refund-policy">Amplife&#xAE; Return Policy</a> allows customers 21 days after receiving your listing to request a return.&#xA0;When a customer is not satisfied with their <a href="https://help.amplife.co/en-US/create-listings-553287#standard-listing" id="isPasted">Standard Listing</a> order, did not receive their listing, or would like a different version listing, these result in <a href="https://help.amplife.co/en-US/manage-refunds-573907#refunds">refunds</a>, <a href="https://help.amplife.co/en-US/manage-refunds-573907#returns">returns</a>, and <a href="https://help.amplife.co/en-US/manage-refunds-573907#exchanges">exchanges</a>.Customers can create and manage returns from their Amplife&#xAE; account or help.amplife.co.<a href="https://help.amplife.co/en-US/processing-refunds-526429#process-returns-and-refunds">Returns are managed from your Vendor Portal</a> when notified by Amplife&#xAE;. You can create and manage returns directly from your e-commerce admin panel, such as Shopify, <a href="https://help.amplife.co/en-US/add-and-update-listings-566419#add-a-listing-with-shopify">if you&#x2019;ve synced your listings</a>.When they create a return, you send the customer return shipping information, such as shipping instructions or return labels, and communicate the estimated refund. You can also add exchange listings to a return, and Amplife&#xAE; provides customers a way to make a payment when a balance is due. Offering exchanges helps you retain the order.<h3 id="refunds">Refunds</h3>A refund is when Amplife&#xAE; sends the full or part payment amount back to a customer who placed a Standard Listing order.<h3 id="returns">Returns</h3>A return is when a customer returns a Standard Listing that they purchased. You can send return instructions to the customer and provide a return shipping label. After you receive and inspect the returned listing, you can confirm for Amplife&#xAE; to issue a refund when applicable.<h3 id="exchanges">Exchanges</h3>An exchange is when you arrange to send a customer an alternative listing as part of the returns process.<h2 id="dispute-process">Dispute process</h2>Refunds, returns and exchanges happen on specific line items or the entire order.<ul><li style="font-size: 16px;">Line items refer to an ordered Standard Listing</li></ul>In any case, Amplife&#xAE; will correctly split the remaining line items and you will only be able to fulfill what remains unfulfilled.<h3 id="when-a-customer-disputes-an-order">When a customer disputes an order</h3>When a customer disputes a transaction, or requests a refund or exchange, officially the dispute is between the customer and Amplife&#xAE;; however, we will forward the dispute to you when necessary, such as when the customer requests an exchange.&#xA0;<h3 id="when-you-dispute-an-order">When you dispute an order</h3>When you cancel the order or partially cancel specific line items, you will only be able to fulfill what remains uncanceled, unless the order is completely canceled.After you cancel or partially cancel an order, Amplife&#xAE; sends an email to the customer about the cancelation, the details about what line items are restocked and refunded which is stored in the <a href="https://help.amplife.co/en-US/manage-orders-526432#order-details">order details</a>, and the payment is fully refunded to the customer after you receive and inspect that the returned listing is in the condition required for your return policy, if an exchange is not provided.Canceling an order is halting the <a href="https://help.amplife.co/en-US/manage-orders-526432#standard-order-process">order fulfillment process</a>. For example, if a customer requests a cancellation or you suspect the order is fraudulent, then you can cancel the order to help prevent your staff or fulfillment services from continuing work on the order. You can also cancel/partially cancel an order if an item was ordered and isn&apos;t available.<h2 id="understanding-return-financials">Understanding return financials</h2>When a return is created, the expected financial result is calculated for you. If you use return fees or add exchange items, then the value of these sales is automatically applied against the return listings. Depending on the difference in value, a refund is issued or &#xA0;Amplife&#xAE; collects payment from the customer. After a return is created, the order total is updated to reflect these changes and the order displays whether a refund is owed to the customer or a balance is owed to you. You control when refunds are issued and can wait until return items are received.After a return is created with exchange items, the customer receives an email notification that indicates which items they&apos;re receiving as exchanges and which items they need to return. If the customer owes you money for the exchange items, then Amplife&#xAE; sends an email to the customer where they checkout and pay the remaining balance directly from the invoice email notification.Review the scenarios to learn more about the flow of funds in returns and exchanges and what actions are taken in specific situations:<ul><li style="font-size: 16px;">You owe the customer money for a return or an exchange where the new items are less expensive than the returning items.&#xA0;<ul style="font-size: initial;"><li style="font-size: 16px;">Amplife&#xAE; issues a refund to the customer.</li></ul></li><li style="font-size: 16px;">The customer owes you money for a return or an exchange where new items and fees are more expensive than the returning items.&#xA0;<ul style="font-size: initial;"><li style="font-size: 16px;">Amplife&#xAE; collects the balance by sending a return notification to the customer with a link to make payment, sending an invoice, or capturing payment. The collected amount is paid to you on your next scheduled payment.</li></ul></li><li style="font-size: 16px;">New items and returning items have the same value, and it&apos;s an even exchange.<ul style="font-size: initial;"><li style="font-size: 16px;">No action is required. The money paid for the returning items is applied to the new items.</li></ul></li></ul>When you cancel an order, the payment status changes from Paid to Refunded.Later, if you issue a partial refund for a canceled order, then the payment status changes to Partially refunded.<h2 id="chargebacks">Chargebacks</h2>A chargeback, also known as a charge dispute, occurs when a cardholder contacts their bank to dispute the charge for an order placed on Amplife&#xAE;. A chargeback can be filed for a variety of reasons, ranging from non-receipt of the listing to unauthorized use of the credit card.As outlined in our <a href="https://help.amplife.co/en-US/amplife-vendor-participation-agreement-537645#2-program-fee-payments-receipt-of-sales-proceeds">Amplife&#xAE; Vendor Participation Agreement</a> and <a href="https://help.amplife.co/en-US/sell-with-amplife-service-terms-524172#14-credit-card-fraud">Sell with Amplife&#xAE; Service Terms</a>:<ul><li dir="ltr" style="text-decoration:none;">You are responsible for chargebacks filed against your account for service-related reasons.</li><li id="isPasted" style="text-decoration:none;">If fraud indicators are detected on an order, we will forward the indicators. You will have 48 hours from receiving the email from us to accept the order or cancel the order.<ul><li>If you accept the order, you will bear all risks and chargeback costs.</li><li>If you cancel the order, the order can&apos;t be fulfilled.</li><li>If you do not answer in 48 hours, we will contact the customer to determine if the order is fraudulent. If we determine that the order is most likely not fraudulent, we will bear the risks equally with you.</li></ul></li></ul>To prevent chargeback claims, follow these best practices:<ul><li dir="ltr" style="text-decoration:none;">Use the shipping address provided to you by Amplife&#xAE;. You are liable for any disputes filed for orders you send to a different shipping address.</li><li dir="ltr" style="text-decoration:none;">Use a shipping method with a valid tracking number.</li><li dir="ltr" style="text-decoration:none;">Use delivery confirmation (signature required) for high-value listings.</li><li dir="ltr" style="text-decoration:none;">Keep a record of the date the order was shipped, the shipping method used, and any available tracking information for at least 12 months after the order date.</li></ul><h2 dir="ltr" id="processing-refunds">Processing refunds</h2><a href="https://help.amplife.co/en-US/processing-refunds-526429">Learn how to process refunds, returns, and exchanges</a>.

Manage refunds

How to process refunds, returns, and exchanges for orders purchased on amplife.co.

Customers can create and manage returns from their Amplife&#xAE; account or help.amplife.co.<a href="https://help.amplife.co/en-US/processing-refunds-526429#process-returns-and-refunds" id="isPasted">Returns are managed from your Vendor Portal</a> when notified by Amplife&#xAE;. You can create and manage returns directly from your e-commerce admin panel, such as Shopify, <a href="https://help.amplife.co/en-US/add-and-update-listings-566419#add-a-listing-with-shopify">if you&#x2019;ve synced your listings</a>.If a customer requests a cancellation or you suspect the order is fraudulent, then you can cancel the order to help prevent your staff or fulfillment services from continuing work on the order. You can also cancel/partially cancel an order if an item was ordered and isn&apos;t available. Canceling an order is halting the <a href="https://help.amplife.co/en-US/manage-orders-526432#standard-order-process" id="isPasted">order fulfillment process</a>.When a return is created, you can send your customer return shipping information, such as shipping instructions or return labels, and communicate the estimated refund. You can also add exchange listings to a return, and Amplife&#xAE; provides customers a way to make a payment when a balance is due. Offering exchanges helps you retain the order.&#xA0;<h2 id="considerations-for-returns-and-exchanging-listings">Considerations for returns and exchanging listings</h2>Before a return is fulfilled, review the following considerations:<ul><li style="font-size: 16px;">You can return only fulfilled listings that haven&apos;t been refunded.</li><li style="font-size: 16px;">You can&apos;t add custom listings as exchange listings.</li><li style="font-size: 16px;">You can&apos;t add exchange listings to orders with duties, but you can return orders with duties.</li><li style="font-size: 16px;">Order level discounts can&apos;t be applied to exchange listings, but you can add a listing discount to exchange listings.</li></ul><h2 id="process-returns-and-refunds">Process returns and refunds</h2>When a customer initiates a return, the following steps are taken:Steps:<ol><li>The customer contacts Amplife&#xAE; to begin the return process.</li><li>The customer enters the number of listings that they want to return, and any desired exchanges, and then selects a return reason.</li><li>The customer receives the return authorization and is charged according to your restocking/return fees, if applicable, or the customer is not charged if you offer free returns.</li><li>Amplife&#xAE; emails you to process the return and fulfill exchanges, if applicable.<ul><li>Communicate warranty information to the customer.&#xA0;</li></ul></li><li>From your Vendor Portal, in Orders,&#xA0;the Order View&#xA0;shows the Return shipping options section&#xA0;where you select Upload a return label to upload an existing return shipping label for your customer. You can upload a PDF or JPEG file for your return label or add a return label URL. You can also enter a Tracking number and Shipping carrier.</li><li>The return is created.</li><li>The customer has 7 days to ship the listing back to you with your uploaded return label.</li><li>If you haven&apos;t received the listing in 30 days but tracking shows it has been shipped, the payment is on hold until you receive it.</li><li>You have 3 days to appeal the return.<ul><li>All return listings are assumed to be in an unused condition. It&apos;s your responsibility to appeal a full refund or partial refund by determining the condition of the listing and <a href="mailto:vendor@amplife.co">contacting Amplife&#xAE;</a>.</li></ul></li><li>Amplife&#xAE; determines the final outcome and issues a refund, if any.</li></ol><h2 id="process-and-fulfill-exchange-listings">Process and fulfill exchange listings</h2>After you inspect and restock your returned listings, you need to process and fulfill the exchange listings.Exchange listings are automatically put on hold awaiting the return delivery, but the fulfillment can be released at any time. After you fulfill the exchange listings, your customer receives an email notification. They can also check their order summary and order status from their customer account.The following steps can be taken in any order based on your business process.Steps:<ol><li>From your Vendor Portal, go to Orders.</li><li>Click the order number that you want to fulfill exchange listings for.</li><li>Optional: <a href="mailto:vendor@amplife.co">Contact Amplife&#xAE;</a> to restock your return listings when you have received them.</li><li>Go to the On hold section, and then click Release fulfillment. Exchange listings are also displayed in the Return in progress section for reference.</li><li>In the Unfulfilled section, <a href="https://help.amplife.co/en-US/fulfill-orders-569394#fulfill-entire-orders" style=" text-decoration: underline;">fulfill the exchange items the same way that you fulfill your Standard Listing orders</a>.</li><li>Depending on the adjustment to your order, Amplife&#xAE; will issue a refund or collect payment:<ul><li style="font-size: 16px;">If you owe money to your customer, then Amplife&#xAE; issues a refund.</li><li style="font-size: 16px;">If your customer owes you money, then Amplife&#xAE; collects your payment. The collected amount is paid to you on your next scheduled payment.</li></ul></li></ol><h2 id="remove-return-listings-from-a-return">Remove return listings from a return</h2>If a customer doesn&apos;t send a return package or an item is missing in a returned package, then you can <a href="mailto:vendor@amplife.co" id="isPasted">contact Amplife&#xAE;</a> to remove the listing from a return. After we remove a return listing, your order balance is adjusted accordingly.Amplife&#xAE; can&apos;t remove refunded or restocked items from a return.<h2 id="cancel-a-return">Cancel a return</h2>You can cancel a return only in the following scenarios:<ul><li style="font-size: 16px;">The return isn&apos;t refunded.</li><li style="font-size: 16px;">The return isn&apos;t restocked.</li><li style="font-size: 16px;">The return is open and not Marked as returned.</li><li style="font-size: 16px;">The fulfillment for the return isn&apos;t canceled.</li></ul>After you cancel a return, you can&apos;t reopen it, but a new return can be created.If a return is created by mistake or the customer has changed their mind about requesting a return, then <a href="mailto:vendor@amplife.co" id="isPasted">contact Amplife&#xAE;</a> to cancel the return.

Processing refunds

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Amplife

How to manage and process refunds, returns, and exchanges for your Amplife® orders.