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Processing refundsUpdated 15 days ago

Customers can create and manage returns from their Amplife® account or help.amplife.co. Once a return is created, we will notify you by email with the listings that have been requested to be returned.

Returns are managed from the corresponding page, where we provide you with the return information:

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't available. Canceling an order is halting the order fulfillment process.

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® provides customers a way to make a payment when a balance is due. Offering exchanges helps you retain the order. 

Considerations for returns and exchanging listings

Before a return is fulfilled, review the following considerations:

  • You can return only fulfilled listings that haven't been refunded.
  • You can't add custom listings as exchange listings.
  • You can't add exchange listings to orders with duties, but you can return orders with duties.
  • Order level discounts can't be applied to exchange listings, but you can add a listing discount to exchange listings.

Process returns and refunds

When a customer initiates a return, the following steps are taken:

Steps:

  1. The customer contacts Amplife® to begin the return process.
  2. The customer enters the number of listings that they want to return, and any desired exchanges, and then selects a return reason.
  3. 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.
  4. Amplife® emails you to process the return and fulfill exchanges, if applicable.
  5. From the email, Reply with a return label for the 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.
  6. Optional: Communicate warranty information in the reply that applies to the listing(s).
  7. The return is created.
  8. The customer has 7 days to ship the listing back to you with your uploaded return label.
  9. If you haven't received the listing in 30 days but tracking shows it has been shipped, the payment is on hold until you receive it.
  10. You have 3 days to appeal the return.
    • All return listings are assumed to be in an unused condition. It's your responsibility to appeal a full refund or partial refund by determining the condition of the listing and contacting Amplife®.
  11. Amplife® determines the final outcome and issues a refund, if any.

Process and fulfill exchange listings

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, the 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:

  1. Contact Amplife® to restock your return listings when you have received them.
    • For vendors syncing with Shopify Collective, go to the On hold section of the Orders page within your Shopify Admin, and click Release fulfillment. Exchange listings are also displayed in the Return in progress section for reference.
  2. In the Unfulfilled section, fulfill the exchange items the same way that you fulfill your Standard Listing orders.
  3. Depending on the adjustment to your order, Amplife® will issue a refund or collect payment:
    • If you owe money to your customer, then Amplife® issues a refund.
    • If your customer owes you money, then Amplife® collects your payment. The collected amount is paid to you on your next scheduled payment.

Remove return listings from a return

If a customer doesn't send a return package or an item is missing in a returned package, then you can contact Amplife® to remove the listing from a return. After we remove a return listing, your order balance is adjusted accordingly.

Amplife® can't remove refunded or restocked items from a return.

Cancel a return

You can cancel a return only in the following scenarios:

  • The return isn't refunded.
  • The return isn't restocked.
  • The return is open and not Marked as returned.
  • The fulfillment for the return isn't canceled.

After you cancel a return, you can'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 contact Amplife® to cancel the return.

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