What is a Return? And Returns ProcessingUpdated 9 months ago
Review the Nice Commerce Return program requirements and options here.
What is a return?
Returns (reverse logistics), both anticipated and unanticipated, are part of the fulfillment process.
Returns coming into Nice can be a result of an order being requested to be refunded, or exchanged, or the order has been returned to the sender.
Importantly, Nice does not handle refunds or exchanges with your customers. We simply process the inventory associated according to your returns preferences or notify of a receipt.
Importantly, Nice does not handle refunds or exchanges with your customers. We simply process the inventory associated according to your returns preferences or notify of a receipt.
How does Nice Commerce process a return?
- Returns arrive at Nice from multiple carriers throughout the day and are collected in bins depending on what day of the week they arrive at our warehouse.
- Returns are processed in the order they are received.
- For example, any returns that are unable to be processed on Friday will be processed first on Monday before any newly arrived returns.
- Returns without a return merchandise authorization (RMA) already in ShipHero will be created by the Nice team
- Returns are unpacked and all items undergo a brief Quality Assurance (QA) check where we look for stains, tears, missing components, and damaged packaging.
- Details of what constitutes a pass or failed QA check is up to client specifications and must be specified in the client’s Returns SOPs during onboarding.
- If an item passes the QA check, it is checked into active inventory and this addition will be reflected in your store.
- If an item fails the QA check, it is still checked into inventory, however, it will not be available for sale on your site
Will Nice refurbish my returns if they are damaged, dirty, or distressed?
The Nice Returns Team does not refurbish damaged returns. The Returns Team is responsible for preparing returned items for fulfillment in the following ways:
- Refolding apparel
- Rebagging apparel (polybag)
- Applying new barcode labels
Any further refurbishment is outside the scope of returns processing. An item needing refurbishment will follow the failed QA process.
Will Nice repackage returns that have damaged packaging?
Nice will only repackage basic, inner packaging when processing returns; i.e. polybagging apparel. For specialty, outer packaging; items will need to be picked up or returned to the vendor for refurbishment. Alternatively, items can be repacked as a Statement of Work (SOW) project on a case-by-case basis
What does Nice do with my returns that fail a QA check?
Returned products that fail a Quality Assurance check will still be received in Nice’s inventory, but will not be restocked and available for sale on your site. Every month, Nice will process your damaged returns out of inventory in one of the following ways, as determined during onboarding: shipped to you or your vendor, made available for pick up, or will be destroyed.
Damaged inventory not actioned after 30 days of notice will be destroyed
When are returns processed?
At Nice, we process returns Monday through Friday.
How long does it take to process a return?
Per our service level agreement (SLA): 3 Business days if the return is received as expected.
Returns processed during times of increased volume will be subject to delays (i.e. holidays)
If a return is received not as expected or SOW work is required, extra time will be allotted.
What happens if a return comes into Nice without an RMA created?
- Nice requires all returns to have an associated RMA in order for the return to be processed by our Returns Team.
- Nice will create an RMA if an order is returned to the sender, also known as an RTS order.
Any returns received by Nice as “Return to Sender” are not subject to the $2 RMA creation fee
Can I create a return label for international Shipments in ShipHero?
No, ShipHero does not have the capability to create labels for international customers.
How does Nice handle marketing material and packaging included with a return?
Returned marketing collateral and packaging will be disposed of at no additional cost. These items are not counted toward the number of items returned.