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Managing Return Requests
Customer have the option to return items within 15 days from the date the product was delivered to them. Below is how you can process (Accept or Reject) a return request.
In this page we will explain about the following:
- How to View the Customers’ Return Requests
- How to Process the Customers’ Return Requests
How to View the Customers’ Return Requests
Login to your Store Dashboard and visit the Return Requests page from the General tab in the side menu.
The Return Request page will show you various details about the returns such as: item, order number, status, customer name as well as the date that it was submitted by the customer. Each returned item will show as a separate line item with its own Return ID.
Click on the Return Request ID that you want to process to open the Return Request details page.
The Return Request page (below) will show additional details such as the Reason for Return, Requested Action from the Merchant and Customer Comments.
The Return Request page has the below information sections:
Returned Item Information
You can see the details of the product being returned.
Return Request Details
You can see the Return Request Creation Date, Customer Information, Return Reason and Details, and two decision buttons: “Accept for Inspection” and “Reject”. Read more below to know more about these actions.
Shipment Details
This is where you can see the Return Request tracking number
Communication Center
You and the customer can send messages to each other through this message center. All messages between you and the customer regarding this Return Request will be saved and shown in this section. It is a good customer service to update the customer by sending them messages whenever you decide, inspect or receive the item back for inspection.
How to Process the Customers’ Return Requests
1- Initial and First Action for a New Return Request
When a buyer submits a return request, the merchant has THREE initial actions to choose from:
Accept the Return Request for Inspection: in this case DubaiStore will collect the item from the merchant and deliver it back to you for further inspection. Check further below to see what upcoming actions you need to do.
OR
Decline the Return Request: for a valid reason you can decline the return. Maybe the customer reason is change of mind, but the item is among the non-returnable items in the DubaiStore policy. Or maybe the customer reason is change of mind but the supporting image the customer uploaded with the return request shows that the customer has opened the product…
If you decline a return request, you will have to select the rejection reason and provide additional explanation on why you have rejected the return request. Once a Return is declined, it will be automatically escalated to DubaiStore to look into the matter in case the customer complaint.
2- If you requested the item for inspection and it is delivered back to you:
Login in to the Return Request page. Now you will have to click on “I received the Item” on the side of the page, as confirmation that you have received the item back. The DubaiStore team and the customer will be notified that you have received the item.
After clicking on “I received the Item”, you will can inspect the item and make a final decision to either Accept or Reject the return request.
If you have approved the return request, DubaiStore will automatically authorize the refund to customer of the item value they have paid. If you have rejected the claim after inspection, the case will be escalated to the DubaiStore support team and the customer will be notified of the decision. The DubaiStore support team will be in touch with you and the customer to arrange for the product delivery back to the customer, or in case the customer insists on the return, we will try to mediate to resolve the matter.